Overview
Join Paul McIntosh, Vice President of Operations at Consumer Cellular, as he shares how removing manual dictation from the agent's workflow drove double-digit gains in handle time and first call resolution.
Learn how Consumer Cellular used Auto Summation to unencumber agents serving a customer base that often needs more support navigating technology, cut average handle time by 12% and up to 35% for some agents, and scaled from a 40-agent pilot to over 1,200 agents in just 90 days.
In this session, you'll hear:
- Why a customer base that needs more support navigating technology makes agent experience the deciding factor in retention
- How splitting listening, documentation, and knowledge lookup made technical troubleshooting harder than it needed to be
- Why Auto Summation freed agents from manual dictation and let them focus entirely on the customer
- How average handle time dropped 12% on average, with some agents seeing reductions as high as 35%
- Why scaling from a 40-agent pilot to over 1,200 agents in 90 days signaled real, fast-moving adoption
Whether you're looking to reduce agent cognitive load during technical troubleshooting, or scale a new AI tool fast without losing quality, this testimonial offers a real-world look at what "better than sliced bread" adoption looks like from the frontline.