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:

1. Measure the impact of coaching sessions between supervisors and agents
2. Identify behaviors that align with agent performance

Previous Pain Points

• Customers demanded expertise in all problems and products by the associates
• Associate feedback process took too long for preparation which left little time for delivery
• Frontline agents' performance declined without effective coaching

AHT during pilot performed better than the line of business

“AmplifAI is a game changer! AmplifAI has allowed the associates to be in control of their own performance. They can see firsthand their behaviors and how it impacts their performance.”

Operations Supervisor, Top 5 US Retailer