Opportunity
A global home improvement retailer wanted to ensure agents were knowledgeable of their products and can quickly address customer questions efficiently. They wanted to:
- Measure the impact of coaching sessions between supervisors and agents
- 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
