Prior to the implementation of the Enegel Conversation Intelligence Dashboard, Company ABC employed 160 quality management specialists whose primary task was to manually review the conversations between agents and customers. This painstaking process involved creating quality management reports summarizing the conversations, identifying key strengths and weaknesses, and providing actionable insights for agent coaching. While these tasks were crucial for maintaining service quality and improving agent performance, they were also resource-intensive and time-consuming.

Before Enegel Personal Coach was implemented, Company ABC's contact center was facing significant challenges in agent training and development. Supervisors could only allocate 30 minutes a week for coaching agents due to their overwhelming workload. Furthermore, the time constraint made it difficult for supervisors to prepare insightful, personalized coaching materials for each agent. This situation resulted in stagnant agent performance, lower productivity, reduced agent satisfaction, and a higher rate of agent churn.

ABC Corporation, a leading telecommunications company, traditionally used manual methods to calculate KPIs for its 500-strong contact center team. Agents' performance was monitored based on parameters like Net Promoter Score, Customer Satisfaction (CSAT), and Relevance Of Responses. The process was time-consuming and prone to errors, leading to imprecise performance assessments and, ultimately, diminished productivity and customer service quality. To address these issues, ABC Corporation implemented an automated system to calculate KPIs for their contact center agents.