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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.