This case study published in the January 2009 issue of CRM Magazine outlines Elderhostel's implementation of an Uptivity call recording and quality monitoring solution.
Elderhostel is a not-for-profit education traveling company based in Boston. Using Uptivity’s call recording solution, Elderhostel was able to:
- Record 100 percent of its inbound and outbound calls.
- Improve its employee performance scores by 10 percent.
- Monitor trends that could affect customer travel plans.
- Maintain morale among contact center agents.