Case Study: Career Certified achieves faster, more efficient learner support with Talkdesk

Creating educational excellence with AI-powered customer experience

Career Certified, a leading provider of professional education and licensing courses, needed to improve learner support across its high-volume service operations for The CE Shop and AD Banker. The company faced challenges with peak-time response delays, maintaining precise education-sector service quality, and managing complex staffing across a distributed team. Career Certified partnered with Talkdesk to modernize its customer experience with AI-powered support tools.

Talkdesk implemented Talkdesk Omnichannel Engagement, Talkdesk Copilot, and Talkdesk for Salesforce to replace Salesforce chat, improve analytics, and streamline agent workflows with real-time customer data. The results included a 30-second reduction in average handle time, an increase in average productivity to 82%, and customer survey response rates rising from 2% to over 25% while maintaining a 4.5/5 CSAT.

Career Certified

Mike Matoush

Senior VP of Learner Experience