Case Study: Lasik MD boosts contact center engagement with nGUVU nGAGEMENT

Lasik MD - Customer Case Study

LASIK MD, a leading provider of laser vision correction in Canada, needed a better way to keep its contact center agents engaged, productive, and connected as the business expanded. The company was struggling with manual performance reporting, delayed feedback, and rising attrition, and was looking for a solution to support inbound sales, customer service, bookings, and finance operations. nGUVU’s nGAGEMENT workforce engagement platform was evaluated to help address these challenges.

nGUVU implemented nGAGEMENT, and what began as a trial quickly became a department-wide rollout. The platform introduced real-time performance visibility, analytics, reporting, and friendly competition that improved collaboration across locations and boosted team spirit. LASIK MD reported measurable gains including 17.9% schedule adherence, a 57.6% booking rate, and 6% scheduled versus actuals, while also planning to expand nGAGEMENT to additional teams and add rewards-based incentives.

Lasik MD

Steve Lapierre

Director