Consumer Packaged
Goods (CPG)
Case Study
From Chaos to 92%: How One CPG Brand Rebuilt Consumer Trust at Scale
Rapid international expansion, a legacy consumer-affairs team stuck below 60% service levels, and error rates that quality scoring alone couldn't fix this is what "outgrowing your contact center" actually looks like. Across a set of CPG engagements, quality scores rose from 76% to 92%, agent error rates fell from 10.56% to 1.11%, and agent attrition dropped from 50% to zero. Download the full case study to see the operational rebuild behind the numbers from real-time Agent Assist to a redesigned QA framework.
