Avaya (Mohawk Industries)
Improving Performance, Refining Processes, Calibrating Quality
This case study looks at how one organization was able to improve employee/customer satisfaction, AHT, and FCR through a joint Uptivity and Avaya solution. This solution allowed the company to:
- Increase employee and customer satisfaction.
- Lower average handling time (AHT) and increase first call resolution (FCR).
- Reduce technician training time by 40 percent using Uptivity desktop recordings in the classroom.
- Enhance the supervisor calibration process through more consistent quality management scoring.