Case Study: a supply chain and logistics company improves contact center performance with XSELL Technologies

XSELL Improves Contact Center Performance and Attrition 43% increase in new agent performance

XSELL Technologies worked with a supply chain and logistics company that was struggling with high contact center costs, high agent turnover, and declining customer and agent experience scores. The company wanted to improve new hire performance, help tenured agents perform better, and reduce attrition across its outsourced contact centers.

XSELL Technologies implemented its real-time coaching solution using machine learning, AI, and human-authored guidance to surface top-performing agents’ best actions and strategies in the moment. The result was a 43% increase in new hire sales performance, a 33% improvement in tenured agent sales performance, and a 40% reduction in attrition, while also helping agents ramp faster and improve overall customer interactions.