United StatesFinance and insurance2020 – ongoingIdaho Central Credit Union
Predictive contact-center analytics for agent coaching
Calabrio reported a 19% NPS increase after Idaho Central introduced predictive agent dashboards
Problem
Weekly spreadsheet scorecards did not motivate contact-center agents as intended. Managers needed a more accessible way to support service improvements.
Approach
Idaho Central built an online dashboard using Calabrio ONE predictive analytics. Agents and supervisors could access quality scores, predicted NPS and sentiment information. Agents used the dashboard to assess their interactions and adjust their service.
Results
Takeaway
The rollout changed how agents received performance feedback as well as how scores were calculated. The reported improvement covered the combined dashboard and analytics deployment.
Categories
- Industry
- Finance and insurance
- Business function
- Customer service
- Innovation type
- Process innovation
- AI technology
- Predictive analytics and ML
- Adoption
- Vendor solution
- Evidence
- Vendor case study
Sources
Source summaries
Calabrio described Idaho Central's replacement of emailed scorecards with an accessible predictive analytics dashboard. It reported a 19% NPS increase against comparable months in 2019 despite increased pandemic call volumes.
Full details are in the original sources.