‘Game-changing’ Engage AI delivers 30% increase in bookings at Hearing Care Central

Recognizing the value of having a real-time understanding of customer sentiment during live calls, Hearing Care Central chose to invest in Jabra Engage AI.

Whether at home or in the office, supervisors can remotely monitor call progression and offer instant support to agents when needed, to ensure that every call is kept on track. And, because it provides valuable insights on customer communications, the Engage AI solution also enables Hearing Care Central to track sentiment over time, identifying areas of opportunity to improve customer experience KPIs, enabling continued improvement and growth.

Christopher McBride, Director of Contact Center Operations at Hearing Care Central, explains that any initial reservations he had about how perceptive the system would be proved unfounded.

“A concern we had at the start was whether the solution would perceive representatives as rude or performing unsatisfactorily when they repeated information or talked more slowly for hearing impaired customers. This turned out not to be the case. All new employees were trained on the software, with every subsequent training class proving better than before, as we were learning along the way while gaining immediate insights from the solution. Our employees can see their initial scores and how they adjust over time to help build an accurate, valid representation of their individual performance. We can use this information to work with our staff, correcting behaviors for continued performance improvement.”