Case Study: StubHub achieves 20–25% faster agent evaluations and streamlined coaching with NICE Systems (Interaction Management & Quality Optimization)

Optimizing Agent Evaluation Processes And Coaching

StubHub, the world’s largest ticket marketplace, faced a challenge scaling consistent, measurable agent evaluations across ~655 in-house and outsourced agents. Their existing SharePoint-based process was time-consuming, error-prone and subjective, preventing standardization, repeatable calibration and timely coaching insights for agents.

By deploying NICE Interaction Management and NICE Quality Optimization, StubHub standardized and streamlined evaluations, enabled system-wide calibration and made coaching and self-review faster and easier. The change delivered a 20–25% reduction in QA evaluation time, cut score variance (to about 0.4 on a 10-point scale), eliminated process errors and improved overall agent performance and coaching effectiveness.

StubHub

Deb Cahill

Program Administrator, StubHub