Case Study: Focus Services cuts attrition 7% and lowers training costs 35% with NICE Systems' ClearView Performance Management Tool

Focus Services - Customer Case Study

Focus Services, a contact center operator, was struggling with high agent attrition and lagging employee engagement. To address these challenges they adopted ClearView, a call-center performance management platform designed to deliver real-time, personalized performance data and automate managerial activities.

By giving agents real-time visibility into their own metrics and managers and executives quick access to trends, ClearView enabled self-monitoring, faster problem resolution and greater accountability. Within three months attrition fell by 7% (cutting average new training class costs by 35%), and Gallup engagement scores rose from 3.91 to 4.1, staying above 4.0 each month after implementation and reaching a company high in Q4 2012.

Focus Services