Case Study: Sweaty Betty saves 46 hours a month and cuts training time by 50% with NICE Systems (Playvox)

Sweaty Betty saved 46 hours of team leader time every month

Sweaty Betty, a British women’s activewear retailer with stores in the UK and US, needed a way to standardize customer service across in-store and online channels during COVID-19. Its team leaders were spending hundreds of hours manually compiling feedback and evaluating agents, creating a need for a faster, more consistent quality management process. NICE Systems, through its Playvox Quality Management solution, helped address these challenges.

NICE Systems implemented Playvox’s collaborative Quality Management tools with instant access to metrics, calibration features, and automated workloads to streamline evaluations and coaching. As a result, Sweaty Betty increased first-contact resolution by 20%, reduced training time by 50%, cut assessment time by nearly 45%, and saved 46 hours of team leader time each month while improving service consistency.

Sweaty Betty

Amy Rooney

Customer Solutions Manager