SSM Health improved agent productivity by 64% over 4 months

Opportunity

Critical data siloed across multiple disparate systems, not only led to wasted time and resources from manual data analysis, but also prevented visibility into where and how agents spent their time. SSM Health changed this with:

1. Full visibility of all operational data & automatic metric calculation
2. Intelligent contact center solution enabling remote work
3. Automated prescriptive & personalized task driving agent engagement

Previous Pain Points

• Siloed data led to lack of agent performance visibility
• Supervisor couldn’t see if agents were productive or just busy
• Coaching was not personalized to agent needs

Agent productivity improved by 64%over the first 4 months

“AmplifAI helped us solve for so many issues as we transitioned to a remote workforce. Our leaders had clear actions prioritized to business needs and our associates had easy access to their performance data and actions along with connections to best practices. This was a complete transformation of our operation that improved productivity and performance resulting in a much more significant ROI than expected.”

Chief Admin Officer, SSM Health