Learning and Knowledge

AMA makes the most of its keywords

Our client was looking to understand which non-branded keywords played the biggest role in the research and education process. We provided data that helped our client identify and remove those terms.

Better customer service costs less

Our client noticed its commercial loan volume was static, but the unit’s operating costs were increasing annually. We facilitated a week-long session and helped eliminate redundant steps in the process

Customer focus you can take to the bank

Our client saw a need to improve their current call center interactions. We implemented a plan that promoted more employee engagement resulting in 10% improvement in first contact resolution

A high-scoring training solution

Our client had just tried a rigorous new training exam that resulted in more failure than success. With our help, they achieved a 162% increase in passing rates.

BMW drives the dealer experience forward

BMW was looking to better understand the journey of their own customers so they could enhance the overall dealer experience. We helped overhaul their relationships with dealerships.

AHT down 29% and CSAT up 36%

Our client was looking for a better way for their associates to handle their high-value customers. With our help, they were able to get their current associates up to date on best practices.

Employee engagement = customer satisfaction

Our client had just given out a customer survey that had customers rate their satisfaction with their account executive. The survey revealed their CSAT scores were in decline. They brought us in to find a solution