Customer Story | Jan 7 | 1:00pm CT

Improving Agent & Customer Experiences in 45 Days with Real-Time Guidance

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Live Customer Story

You invest countless hours in training and documentation so that your agents have the information they need at their fingertips. But the reality? Agents forget most of the training and their desks are covered with outdated cheat sheets and sticky notes. The result? 


According to a recent contact center study, this often leads to common mistakes and 1 in 3 calls being unsuccessful. That means you could be leaving ⅓ of your clients unsatisfied or ⅓ of your revenue on the table.  

Join us to hear how AmTrust overcame these common challenges and adopted Real-Time Guidance technology to improve customer and agent experiences, decrease agent ramp time, and improve compliance scores, all while saving costs.

Jessica Stillman, AmTrust’s Director of Call Center Operations, will share how they are using Balto’s Real-Time Guidance to:

  • Centralize and standardize documentation so agents always use the most up-to-date information
  • Save time and improve compliance scores with auto QA technology
  • Shorten agent onboarding by 2 weeks
  • Improve CSAT scores month over month
  • Improve agent soft skills with real-time coaching 

Jessica Stillman

Director of Call Center Operations at AmTrust Financial Services

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