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Opportunity
A leading US healthcare enterprise wanted to increase patient loyalty and satisfaction but were not able to identify skills and behaviors to replicate high- performing agents. The company’s leaders wanted:
- To identify and replicate high-performing agents, and ultimately increase NPS
- A tailored approach to coaching based on an agent-specific persona
Previous Pain Points
- Inaccessibility of metrics and performance data from disparate systems
- Long handle time and unresolved issues
- Inconsistent coaching from frontline leaders
Avg. NPS attainment improvement month 3 post AmplifAI
“AmplifAI helped us solve so many issues as we transitioned to a remote workforce. Our leaders had clear actions prioritized to business needs and our associates had easy access to their performance data and actions with connections to best practices.”
Chief Administrative Officer, Top 10 US Health Insurer
