CX Act Worldwide, formerly TARP Worldwide, is a leading customer experience agency and research firm, working with Fortune 500 companies including AAA, American Express, Honda, Coca-Cola and Pfizer.

Its suite of interaction services includes a comprehensive training program for frontline employees, changing behaviors to create consistent customer experiences. To overcome the notoriously high turnover of call center managers and maximize the program value, CX Act developed a continuing element to maintain participant interest and excitement.

The company leveraged a Genesys Self-Service solution to supplement its training reinforcement program. Participants call into a cloud-based interactive voice response (IVR) system each week to hear a management training reinforcement message. After each message a three-question quiz evaluates information retention.  The participant with the most correct answers over the life of the program, typically several weeks, is rewarded with a prize.

In the first 18 months, training reinforcement has helped to improve contact center employee retention rates by as much as 20 percent and to differentiate CX Act to prospective clients

Benefits

  • Improved employee retention rates by 20%
  • Continues to provide employee training month over month

“The Genesys cloud platform makes (our unique solution) possible. The ability to create a customized and fully-branded IVR in as little as a week is phenomenal, and the knowledge and responsiveness of the Genesys team is second to none.”

Crystal Collier
COO
CX Act Worldwide

Challenges

  • Reduce contact center management turnover
  • Provide continuing education for agents