The operation’s existing setup didn’t incorporate all relevant data to understand agents' performance. Data was scattered across multiple tools which made it hard to understand needs and enhancement opportunities. Supervisors were spending too much time manually analyzing data instead of engaging with and coaching agents. Their leaders wanted:
“AmplifAI helped us integrate all performance relevant data into one single tool which allowed our supervisor easily identify enhancement opportunities and spend their time more efficiently with their agents. The solution allowed us to drastically increase the volume of coaching sessions and focus on performance metrics in their coaching sessions. The result was significant improvement in AHT.”
Director of Operations, Top 3 North American Telecom Enterprise
Request a demo today and see how your contact center can improve employee performance, engagement and bottom-line results