Case Study: Afterpay

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Digital WFM Transformation

Afterpay transforms workforce efficiency with AI-driven tools for digital staffing and scheduling from Playvox WFM.

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Big Increases
30% Increased agent productivity by nearly 30% since 2018 and improved QA and CSAT scores.
MAJORIMPROVEMENTS In QA and CSAT scores

CUSTOMER PROFILE

CHALLENGES

  • Forecasting contact center staffing needs
  • Visibility into agent performance across their own staff and partners
  • Defining and reporting on the success of customer teams

SOLUTION

Playvox Workforce Management

“The joy of working with Playvox is that they get the Afterpay Way. Our business is continually changing, and we need a partner that gets that and adapts with us.”

YVONNE GILMOUR

HEAD OF SERVICE DELIVERY AFTERPAY

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