Opportunity

There was an immediate need to increase speed to proficiency for new hires while providing proper and targeted coaching and employee engagement. The travel brand needed to:

1. Increase speed to proficiency for onboarding new hires
2. Improve Coaching Effectiveness and frontline agent performance

Previous Pain Points

• New hires required an improved onboarding process to be efficient in providing service
• Customers expected and required agents to be experts regardless of tenure
• Negative CSAT results caused from new hires inability to provide quick resolutions

Continued improvement in Solves Per Day month-over-month

“We have proven a successful AI-driven process with AmplifAI for pushing relevant micro-learning content personalized to an agent’s need. AmplifAI allows us to improve speed to proficiency for our clients and is a key lever in our ability to exceed client expectations.”

Vice President AmplifAI, Confidential 2022 Top 3 Travel Brand via BPO