Case Study: a leading human resource and payroll solution provider improves customer-centric contact center quality with Scorebuddy

How Scorebuddy Helps to Create The Effortless Customer ExperienceTM

a leading human resource and payroll solution provider turned to Scorebuddy to improve contact center quality assessment and assurance as the company scaled. The organization needed a more customer-centric, flexible, and automated way to manage its quality program after outgrowing internal systems and rewriting its evaluation criteria around CEB’s Effortless Customer Experience™ approach.

Scorebuddy implemented a self-scoring quality management approach that improved agent self-awareness, gave managers better training opportunities, and delivered stronger analytics for trend-spotting and benchmarking. With Scorebuddy, the company reported increased customer and employee NPS, better data visibility, improved internal communication around customer issues, and a more efficient call center focused on consistently meeting customer expectations.