US retail leader improved Customer Effort Score and AHT in 6 months

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Customer Success Story
Increase in CES
Increase in LTSA*
Decrease in AHT


After running a pilot project for a limited set of agents where the retailer successfully lowered AHT and improved CSAT, AmplifAI was deployed to a much larger set of agents across multiple business units with the goal of replicating the great results​.

  1. Identify behaviors that align with associate performance​
  2. Create efficiency gains​ with a comprehensive single tool
  3. Measure the impact of coaching sessions between supervisors and associates​

Previous Pain Points

  • Customers demanded expertise in all problems and products by associate​
  • Agent feedback process took too long for preparation which left little time for delivery​
  • Frontline associate performance declined due to ineffective coaching​

CES improved 18.3% in 6 months​

“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.”​

Director of Operations, Top 5 US Retailer

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