Case Study: Fortune 500 Education Company reduces churn and boosts QA with Observe.AI

How an F500 Education Company Is Combatting Churn with Contact Center Visibility

A Fortune 500 Education Company worked with Observe.AI to address declining NPS scores, subscriber losses, and limited visibility into the root causes of poor customer experiences. With contact center teams spread across four countries and less than 1% of interactions being reviewed, the company needed better insight into agent performance and the drivers of customer churn.

Using Observe.AI’s conversation intelligence, QA automation, and coaching tools, the company overhauled its quality assurance process and enabled targeted coaching for underperforming agents. As a result, it improved QA output by 200%, reduced agent fails by 49%, and improved average handle time by 17%, while gaining the visibility needed to drive more consistent, churn-reducing service at scale.