The client had thousands of customer service agents handling millions of customer requests across multiple geographies. The process and performance varied significantly across offices and teams, leading to inconsistent experience and customer dissatisfaction. The client wanted to fix these issues and improve overall organizational productivity; however, they lacked visibility into agent interactions and activity at a task level.
We deployed AssistEdge Discover to help the client get last-mile visibility without disrupting everyday work. Getting a measure of workforce productivity and identifying the challenges agents face, enabled the client to unlock training opportunities to augment agent performance. This resulted in improving the agent productivity by 20%.
Download the case study to learn how AssistEdge Discover unlocks process intelligence and work insights to augment agent performance and improve productivity.