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:
- Increase speed to proficiency for onboarding new hires
- 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
