Case Study: CX Act Worldwide achieves 20% improved contact center retention with Genesys Self‑Service

CX Act Worldwide Employs the Genesys Proactive Communications Solution for a Better Training Experience

CX Act Worldwide (formerly TARP Worldwide) is a customer experience agency that provides training and consulting for frontline contact center staff. Facing high turnover among first‑time contact center managers and agents, CX Act needed a way to make its training stick and deliver measurable retention improvements for clients.

They implemented a branded, cloud‑based Genesys IVR self‑service reinforcement program: participants call weekly to hear company‑customized management messages and complete a three‑question quiz, with prizes for top performers. The approach boosted training engagement, produced continuous month‑over‑month improvements, and helped participating clients achieve up to a 20% improvement in contact center employee retention.

CX ACT Worldwide

Crystal Collier

COO, CX Act Worldwide