Key takeaways for CX leaders:

  • Analytics reveals drivers:

    Identifying the root cause of (dis)satisfaction is important as you scale.

  • Plan for underperforming agents:

    Bottom-performers (e.g., for AHT, CSAT) need focused coaching.

  • Measure remediation results:

    Positives (e.g., 14% CSAT, 48sec AHT improvements) need to be celebrated.

  • VXI thrives in multi-vendor settings:

    Competition inspires continuous improvement and innovation.

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