Speech and Desktop Analytics help AAA streamline agent interactions to make highway emergency assistance safer. GOAL AAA Northeast provides 24-hour emergency road service, travel assistance, insurance and financial services to members in Connecticut, Massachusetts, New Hampshire, New Jersey, New York and Rhode Island. T o ensure members receive the world-class service AAA promises, eight virtual quality assurance (QA) analysts and one QA manager continually evaluate over 800 busy agents and provide input on member experience research and process improvements. After AAA’s QA team discovered via Calabrio Speech Analytics that the calls members made from highways maintained the lowest quality score of all calls and took substantially more time for agents to resolve, leaders quickly

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