Case Study: American Airlines achieves 100% call monitoring and increased employee engagement with NICE Systems

American Airlines - Customer Case Study

American Airlines, one of the world’s largest carriers with roughly 6,500 contact-center agents handling about 50 million annual contacts worldwide, faced a quality-assurance challenge: traditional sampling of two calls per agent per month and top-down evaluations produced little behavior change, low perceived fairness and engagement, and no systematic way to measure or drive employee development.

The airline adopted NICE analytics and a four-step CARE coaching methodology (Connection, Accuracy, Revenue, Elevate) that uses Interaction Analytics and performance metrics to select calls and drive collaborative, data‑driven coaching (live, recorded, or peer sessions). After training 300 leaders, the program saw rapid, positive feedback—higher employee engagement, self-directed performance improvements, broader adoption across sites, and early evidence of improved customer interactions with expected measurable CX gains.

American Airlines

Kari Franklin

Global Reservations Quality Analyst