Case Study: Large Retailer reduces AHT and boosts agent productivity with AmplifAI Solutions Inc

Large Retailer - Customer Case Study

Large Retailer, a major US retailer, was looking to improve performance for its Online Sales & Support team. After launching AmplifAI Solutions Inc’s AI-enabled coaching platform, the team found that its Balanced Scorecard metrics were too similar across associates, making it hard to identify top performers and focus coaching effectively.

AmplifAI Solutions Inc recommended adding a productivity metric, adjusting scorecard targets and weights, simplifying associate views, and sharpening coaching behaviors around key metrics. As a result, Large Retailer reduced outbound call percentage from 45% to 37% and cut AHT by 8%, while coaching on outbound-productivity behaviors increased from 4.68% to 13.5% and coaching effectiveness rose from 62.10% to 73.84%.