Case Study: Datacom Connect achieves 17% AHT reduction and faster speed to competency with livepro

Datacom Connect - Customer Case Study

Datacom Connect, part of Datacom and the team that manages customer contact for a large Federal Government client across phone, email and webchat, faced complex, compliance‑sensitive enquiries and inconsistent answers from agents. After trying internal solutions like SharePoint and Word, Datacom Connect selected livepro as an adaptable knowledge management tool to deliver clear, readable information and improve consistency.

livepro was implemented alongside governance and operations frameworks and integrated into training so staff could self‑navigate knowledge rather than memorise content. The livepro solution delivered measurable results: a 17% reduction in Average Handling Time (51 seconds on a five‑minute AHT), faster speed to competency, strong user adoption, and improved quality assurance and continuous improvement processes.

Datacom Connect

Libby Ewing-Jarvie

General Manager