Emtek, a global leader in door opening solutions, faced a significant challenge in improving the training of its agents and making data-driven decisions to enhance customer care. The company's call auditing process was slow and tedious, limiting the Quality Assurance (QA) team's ability to provide timely feedback to agents. Evaluating a call required the QA team to manually review a randomly selected call from the call recorder base, a process that took at least twenty minutes. The situation was further complicated when the team went fully remote due to COVID-19. Despite having a well-equipped 80-person support team, Emtek lacked visibility into how agents were performing remotely, leaving their customer service teams in the dark. The company needed a solution to better understand their customer experience and improve agent performance.

The company, a Fortune 300 international automotive retailer, faced a significant challenge when it had to transition to remote work and simultaneously deal with an unexpected workforce reduction. The QA team was tasked with reviewing the same number of calls within the same timeframe but with fewer analysts. The existing QA process was slow and tedious, with analysts spending an average of one hour monitoring and evaluating a single call, collecting feedback, and sharing relevant recordings. This process involved juggling multiple spreadsheets and systems. The team was reduced from six to four analysts, each of whom was responsible for completing more call reviews and evaluations, as well as providing feedback to agents serving over 238 locations. The company needed a more efficient way to run its QA process, avoid overtime costs, and ensure that its agents received enough detailed feedback to deliver a positive customer experience.

The Company, a leading direct-to-consumer homeowners insurance technology company, was facing challenges in training their insurance agents and ensuring compliance. They were seeking a platform that would provide a data-driven approach to training, improve the efficiency of their process, and deliver quota attainment improvements for sales. The existing training process was manual and inefficient, relying on subjective self-evaluations by insurance agents. The feedback process lacked contextual evidence and a history of past performance. The company was also struggling with manual, stop-and-resume methods during quality auditing procedures to protect sensitive information, which posed significant challenges in a remote work environment.

RealDefense, a global provider of identity protection and live tech support services, was grappling with lower than expected sales. The company was only able to monitor less than 2% of their customer calls each month, and their manual QA process was not providing the necessary data-backed insights to understand why sales were underperforming. The geographical spread of RealDefense’s four global contact centers further complicated matters, making it difficult for the organization to have a single source of truth. When RealDefense acquired Stopzilla ATS, the director of call center sales was tasked with driving up-sells and cross-sells between the newly acquired company’s service plans and RealDefense’s primary service plan. To be successful, they needed to ensure they had the right scripting for their agents, that their agents adopted the scripts, and that the system captured the right scripting for them. They needed a solution that could offer more visibility into contact center conversations and provide business-improving intelligence from each interaction.

YourMechanic, a fast-growing mobile car repair and maintenance services startup, was facing challenges in managing its rapidly expanding business. The company was seeking to improve its coaching insights, address gaps in agent soft skills, and identify new growth opportunities. Despite recording every customer call, the company was only able to monitor 1-2% of them, which limited their ability to understand customer experiences and identify key interactions that lead to conversions. The startup was also struggling to collect broad business insights to inform their decision-making process. The company operates in over 700 cities across 50+ major metro areas in the U.S. and was aiming to increase customer bookings, conversions, and enhance the overall customer experience.

City Cruises by Hornblower, the largest river and harbor cruising company in the US, was facing a significant challenge in training its customer service teams and ensuring quality. The company was only able to evaluate two calls per agent per month, which was a tedious process. The quality assurance process was manual, involving spreadsheets and manual cross-checking to track performance. The travel industry disruption in 2020 due to the pandemic added to the challenge. In 2021, City Cruises faced the task of ramping up hiring and training to re-ignite travel. They needed a way to review customer service calls more quickly and efficiently to improve feedback loops to agents. Their previous solution was a traditional workforce management platform that forced their QA team to manage a spreadsheet with over 60 formulas in place to track scorecards and run reporting.

The company, a leading provider of talent management and training software, was faced with a significant challenge at the beginning of 2020. Following a major acquisition, the company needed to double its support team from 80 to 160 agents. This required preparing to train new agents on their process and service offering. However, before onboarding these agents, they needed to ensure their quality process was effective in identifying which agents required the most assistance quickly and at scale. The company's previous manual process was consistently seeing coaching drop on their list of support priorities due to support backlogs. This resulted in agents not knowing where they needed to improve or how support leads were making decisions. The company needed to create a more data-driven, fast, and scalable QA process to meet and exceed its customer retention KPIs while delivering a great CSAT.

itel, a business process outsourcer operating across the Caribbean, Latin America, U.S, and Canada, was facing a significant challenge due to limited visibility into its business operations. The company was only able to mitigate compliance risk on a small percentage of sampled customer service calls. This situation posed a high risk of compliance breaches, fraud, and steep fines. The lack of comprehensive oversight into customer interactions was not only a compliance issue but also a potential threat to the quality of customer service and the overall client experience.

The company, one of the largest independent moving companies in North America, was facing a series of challenges. As part of their sales revamp project, they were seeking a solution to understand call drivers, reduce handle times, and improve how their moving consultants were meeting the needs of interested consumers to drive more business. The company was experiencing rapid growth due to a spike in demand for moving services across the country. Leads had more than doubled, and the company needed a more efficient way to monitor performance and an optimized approach to coach its 30-person sales team. Initially, they had very inefficient customer service procedures and no quality program in place. They had black PBX phones with no call routing in place, making it difficult to quickly meet the needs of interested consumers. With call volume at an all-time high, they needed full visibility into 100% of conversations to effectively coach their moving consultants with data and speed.

The company, a leading debt relief firm, was facing significant challenges in monitoring customer interactions and improving agent performance. They were only able to monitor a small percentage of calls, which was not providing enough data for meaningful business insights. This lack of visibility was leading to high compliance risk and potential loss of client trust. The company was in dire need of a data-driven solution to enhance agent performance, reduce risk, and build client trust. The potential revenue loss due to these challenges was estimated to be up to $15M industry-wide.

A leading financial services company was facing challenges in maintaining compliance and optimizing agent performance due to limited QA staff and increasing agent headcount. The company relied on spreadsheets and six-page QA evaluation forms to score and grade agent performance, which only allowed them to grade 10% of agent interactions each month. This limited QA coverage resulted in a lack of clear insights into how agents were successfully pitching lending solutions to clients, making it impossible to replicate successful strategies across their workforce. Additionally, as the company increased its agent headcount without growing its QA analyst headcount, it needed more compliance oversight. The challenge was to scale service, revenue, and performance while maintaining quality, compliance, and customer experience.