“Customer experience is a huge priority for us because a better experience means more returning customers. Identifying a solution to help coach agents as calls happen was critical to improving customer satisfaction, ensuring compliance, and helping our agents course correct, rather than waiting until after the call."

"It became even more of a priority when everybody began to work from home. Our insurance agents now had access to things in their own house versus a work environment, and it became that much harder to have visibility into whether agents were staying compliant."