Case Study: a prominent broadcasting company in the United States improves agent performance and capacity planning with Netlink Software Group America

a prominent broadcasting company in the United States improves agent performance and capacity planning with Netlink Software Group America for millions of customers

The prominent broadcasting company in the United States faced challenges optimizing its contact center operations due to a lack of insight into required agent capacity and individual performance levels. To enhance customer support quality, they partnered with Netlink Software Group America for an AI/ML solution to better forecast performance and plan resources.

Netlink Software Group America implemented a solution that consolidated data and built machine learning models to accurately forecast agent performance and identify training needs. This enabled optimized resource allocation and improved training programs, which resulted in enhanced agent performance, increased customer satisfaction, and the achievement of predictive intelligence for the client.