Real-Time Feedback Takes Agent Performance and Compliance to New Levels

AMCOL already had a contact center analytics solution in place, plus an advanced portal that makes it easy for supervisors and agents to share performance feedback and take action based on accurate, objective metrics. For AMCOL, the best opportunity to make additional, sustainable improvements was to compress the cycle of collecting performance metrics, analyzing them and providing actionable feedback to agents.

See how contact center analytics helped AMCOL:

  • Omissions of representing language fell 54% in one month
  • Reduce shortcuts in use of required language by 69% in seven days
  • Achieve a lift in agent performance which has translated to cash
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