Extended Call Times:
Customers were frequently put on hold while agents attempted to resolve issues.
High After Call Work (ACW):
The client required a steady month-on-month increase in total production hours.
The Nudge Coach encouraged agents to prioritize "First Call Resolution" behaviors:
Nudging agents to resolve issues during the live call to minimize post-call administrative tasks.
Focusing on the behaviors that lead to frequent hold times to improve the customer's journey.
15%
Reduction in After Call Work (ACW)
Agents streamlined their post-call processes significantly.
10%
Reduction in Hold Time
Direct improvement in CX by ensuring faster, more continuous interactions.
