Case Study: Largest North American Providers boosts agent performance with nGUVU nGAGEMENT

Largest North American Providers - Customer Case Study

Largest North American Providers, one of the largest North American contact center outsourcing organizations, needed a better way to boost employee engagement, improve collaboration, and help agents stay focused on performance goals across a complex, multi-location operation. The company explored innovative solutions that could integrate with existing systems and support a workforce spanning inbound sales, outbound sales, customer service, general inquiries, and collections.

nGUVU implemented nGAGEMENT, its gamification and machine-learning solution, first with a 350-agent team and then rolled it out more broadly. In the first four weeks of production, adherence performance points increased by 150%, delivering 12 more productive minutes per agent per day and reducing load factor by 2.5%, showing a clear improvement in workforce performance and compliance.