Case Study: Direct Interactions achieves 45% increase in agent efficiency with Clearview Live

Direct Interactions Creating an Impactful Remote Workforce

Direct Interactions, a call‑center outsourcing company that employs a distributed, at‑home workforce including people with disabilities and military family members, faced disengaged remote agents, low efficiency and diminishing customer experience. To address disconnected agents and improve metrics like average handle time and queue times, they engaged Clearview Live’s real‑time performance management solution (integrated with NICE inContact).

Clearview Live deployed a cloud‑based platform that aggregates data into personalized, real‑time dashboards for agents, supervisors and executives, enabling proactive feedback and automated managerial tasks. The Clearview Live solution increased performance awareness and accountability across the team — agents who used Clearview Live daily delivered 45% better efficiency than less frequent users.

Direct Interactions