Opportunity
In a fast-paced environment, there was a need to retain agents to ensure sales were converted and close rates were maintained. Inability to pinpoint training and coaching needs was a road block to performance.
- Visibility to sales metrics in real-time
- Improve employee engagement to manage and improve retention
Previous Pain Points
- Contact Center Agents unable to visually see their performance
- Attrition caused from employees missing bonuses due to lack of coaching
- Negative CSAT results caused from new hires inability to provide quick resolutions
Close Rate improved by 13 pts over the first 3 months
“AmplifAI is an invaluable part of our operation as it allows the entire organization to quickly focus on targeted coaching actions for our agents while measuring the effectiveness of each coach.”
Global Vice President, Top 3 Telecom Brand via BPO
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