Retail Giant Reimagines Agent Training, Accelerates KPI Achievement by 67%
Retail Giant Reimagines Agent Training, Accelerates KPI Achievement by 67%
2 PagesResultsCX helped a North American retail giant reimagine its agent training for a work-at-home model, accelerating KPI achievement by 67%. By analyzing performance data, ResultsCX designed a customized training and extended onboarding program tailored for remote agents. This approach improved agent proficiency, consistency, and overall performance, enabling the client to maintain high-quality customer support across both e-commerce and brick-and-mortar channels despite the shift to remote operations.
