Case Study: OLE Health improves agent performance with Sharpen

OLE Health improves agent performance for 40,000 patients with Sharpen

OLE Health, a community healthcare provider with multiple clinics in California, faced challenges with its legacy contact center system, including unreliable downtime, an inability to create custom performance metrics, and a cumbersome remote work setup that took hours per agent. Seeking a cloud-based solution for better reporting and operational insights, they partnered with Sharpen, adopting the SharpenCX platform.

Sharpen provided a cloud-native solution that enabled immediate remote work capabilities and addressed OLE Health's reporting needs. Sharpen's data science team built fully customized metrics and dashboards for executive and managerial use, allowing for unique performance analysis like agent call ratios. The result was effortless transition management, seamless remote work during the Omicron surge, and empowered agents with visible performance data, leading to improved operational efficiency.

OLE Health