Observe.AI Case Studies Professional Training & Coaching Company scales performance management with Contact Center AI

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	Professional Training & Coaching Company scales performance management with Contact Center AI Observe.AI

Professional Training & Coaching Company scales performance management with Contact Center AI

Observe.AI

Technology Category	Analytics & Modeling - Predictive Analytics Analytics & Modeling - Real Time Analytics
Applicable Industries	Education
Applicable Functions	Human Resources Sales & Marketing
Services	Training
Challenge	The company, one of the largest coaching and training companies in North America, lacked a quality assurance process. There was no way to ensure that guidelines were being followed, supervisors were unaware of which associates needed help with their scripts, and top performers weren't being monitored, making it difficult to extract best practices to share with the rest of the team. Read More
About Customer	The customer is one of the largest coaching and training companies in North America. They provide a unique and highly effective lead generation system for real estate agents, along with comprehensive business coaching and training programs. To date, the company has helped more than 3 million people in 37 countries improve their business, increase their net profit, and enhance their quality of life. Read More
Solution	The company implemented Contact Center AI from Observe.AI to streamline processes and implement data-backed scorecards that improved employee onboarding and supercharged performance & coaching programs. The AI-powered QA evaluation forms allowed the company to provide feedback to client care representatives in a faster, smarter, data-driven way. The company was able to increase its monthly call evaluation count from 55 calls in April to 205 call evaluations completed in July, increasing their monthly output by 73%. The company plans to extend the use of the Observe.AI platform to go beyond client care into sales and beyond. Read More Log in to view content
Contents

Technology Category

Analytics & Modeling - Predictive Analytics

Analytics & Modeling - Real Time Analytics

Applicable Industries

Education

Applicable Functions

Human Resources

Sales & Marketing

Services

Training

Challenge

The company, one of the largest coaching and training companies in North America, lacked a quality assurance process. There was no way to ensure that guidelines were being followed, supervisors were unaware of which associates needed help with their scripts, and top performers weren't being monitored, making it difficult to extract best practices to share with the rest of the team.

About Customer

The customer is one of the largest coaching and training companies in North America. They provide a unique and highly effective lead generation system for real estate agents, along with comprehensive business coaching and training programs. To date, the company has helped more than 3 million people in 37 countries improve their business, increase their net profit, and enhance their quality of life.

Solution

The company implemented Contact Center AI from Observe.AI to streamline processes and implement data-backed scorecards that improved employee onboarding and supercharged performance & coaching programs. The AI-powered QA evaluation forms allowed the company to provide feedback to client care representatives in a faster, smarter, data-driven way. The company was able to increase its monthly call evaluation count from 55 calls in April to 205 call evaluations completed in July, increasing their monthly output by 73%. The company plans to extend the use of the Observe.AI platform to go beyond client care into sales and beyond.

Impact #1	Streamlined processes and implemented data-backed scorecards
Impact #2	Improved employee onboarding
Impact #3	Supercharged performance & coaching programs

Impact #1

Streamlined processes and implemented data-backed scorecards

Impact #2

Improved employee onboarding

Impact #3

Supercharged performance & coaching programs

Benefit #1	84% increase in performance score averages
Benefit #2	73% increase in evaluations completed
Benefit #3	10% increase in CSAT

Benefit #1

84% increase in performance score averages

Benefit #2

73% increase in evaluations completed

Benefit #3

10% increase in CSAT

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Overview

Professional Training & Coaching Company scales performance management with Contact Center AI

Operational Impact

Quantitative Benefit