Case Study: EmployBridge achieves a 24-second ASA reduction and 20% fewer human-assisted contacts with Talkdesk

EmployBridge Takes an AI-Driven Approach to Finding Great Jobs for Great People

EmployBridge, the largest industrial staffing firm in the U.S., matches more than 400,000 employees to over 12,000 companies and handles 5 million+ interactions annually across three contact centers. Facing high interaction volume and a culture of rapid innovation, the company needed an agile contact center partner after its first-generation cloud provider’s lagging technology and poor support hindered performance.

EmployBridge selected Talkdesk for its continuous innovation, deep Microsoft Dynamics integration and flexibility to connect with Loxysoft and an in‑house knowledge base, plus strong partner-level support. With Talkdesk Agent Assist and AI-driven routing, EmployBridge reduced human-assisted contacts by 20%, cut Average Speed to Answer by 24 seconds, maintained a service level of at least 90%, and achieved lower handle times and higher CSAT through real‑time agent guidance and easier self‑service.

EmployBridge

Dale Sturgill

Vice President of Call Center Operations