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, impacting customer satisfaction
- Lengthy preparation during the associate feedback process left little time for delivery
- Frontline agents' performance declined without effective coaching
AHT performed better than the line of business
- 4% increase in agent productivity
- 20% increase in customer satisfaction
- $135,000,000 increase in annual revenue
“AmplifAI has allowed the associates to be in control of their own performance. They’re seeing their direct impact on metrics like AHT,CSAT, and Revenue and it’s driving results..”
Operations Supervisor, The Home Depot
