Retail leader improved AHT and Agent Satisfaction over three months

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Customer Success Story
Retail leader improved AHT and Agent Satisfaction over three months
Decrease in Average Handle Time
Increase in Agent Satisfaction
10,000 Users
Pilot of 80 users expanded to 10,000 users in 24 months


A global home improvement retailer wanted to ensure agents were knowledgeable of their products and can quickly address customer questions efficiently. They wanted to:

  1. Measure the impact of coaching sessions between supervisors and agents
  2. Identify behaviors that align with agent performance

Previous Pain Points

  • Customers demanded expertise in all problems and products by the associates
  • Associate feedback process took too long for preparation which left little time for delivery
  • Frontline agents' performance declined without effective coaching

AHT during pilot performed better than the line of business

“AmplifAI is a game changer! AmplifAI has allowed the associates to be in control of their own performance. They can see firsthand their behaviors and how it impacts their performance.”

Operations Supervisor, Top 5 US Retailer

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