Overview
Every agent interaction using the Enlighten AI for Customer Satisfaction was analyzed for their soft-skill behaviors at three large enterprise customers. The top 10% of agents with the highest soft-skill behavioral scores were compared to the bottom 10% of agents with the lowest scores. From there, we compared those same groups’ performance with other key contact center KPIs. The results show focusing on agent behaviors through Enlighten AI for CSAT drives a range of positive business outcomes.
