Case Study: Professional Training & Coaching Firm scales performance management and boosts CSAT with Observe.AI

Professional Training & Coaching Company scales performance management with Contact Center AI

Professional Training & Coaching Firm, a leading North American coaching and training company, faced no formal quality assurance—supervisors couldn’t track script adherence, identify who needed coaching, or capture best practices from top performers. To address this, the firm turned to Observe.AI and its Contact Center AI platform to bring AI-driven visibility and structured QA to their client care operations.

Observe.AI implemented automated transcriptions, AI-powered QA evaluation forms, and data-backed scorecards to create a single source of truth for onboarding, coaching, and performance management. In four months the firm increased monthly evaluations from 55 to 205 (a 73% rise), raised average performance scores to 84%, and improved CSAT by 10%, enabling faster, targeted coaching and a stronger culture of quality.