Case Study: Detroit Land Bank Authority achieves deeper CX insights and better agent coaching with Eleveo Quality Management

Detroit Land Bank Authority improves CX insights with Eleveo AI-powered Quality Management

The Detroit Land Bank Authority, a quasi-governmental organization, faced a challenge in gaining visibility into the quality of its customer service. Management lacked a formal process for evaluating agent calls, which were only sporadically reviewed for a few key phrases. They needed deeper insights into customer interactions and a more sophisticated way to score calls, including agent soft skills, to ensure consistent and positive customer experiences. To address this, they turned to Eleveo's AI-fueled Quality Management tool.

Eleveo's solution integrated with their Webex Contact Center, providing tools like Screen Recording, Speech Analytics, Speech Tags, and Call Transcripts. This gave managers unprecedented insights into agent performance and customer sentiment. The results included faster, more accurate evaluations using Speech Tags, greater visibility into the customer experience, and improved coaching based on full call context. Eleveo enabled fact-based training and more reliable customer service delivery.

Detroit Land Bank Authority