In a rapidly evolving landscape, companies are leveraging AI-powered solutions to enhance agent training, ensuring customer service teams remain equipped, engaged, and prepared to deliver high-quality support.
The following case studies demonstrate how AI and intelligent training platforms are being applied to streamline and personalize learning, boost engagement, and bridge knowledge gaps across various industries.
1. Benenden Health Advances Agent Development Through Sabio and Genesys
Benenden Health’s transformation journey with Sabio and Genesys includes a focus on agent development to support its growing member base.
By transitioning to the Genesys Cloud platform, Benenden Health unified its contact channels and streamlined training resources, making it easier for agents to access training and support when handling complex customer interactions.
The shift away from disparate systems improved training efficiency, enabling agents to be better prepared to deliver personalized service across phone, email, and chat.
With a cloud-based infrastructure, Benenden Health’s agents benefit from faster onboarding, streamlined knowledge access, and ongoing support, enhancing their readiness for diverse customer enquiries.
This solution has made agents more agile, boosting service quality and engagement with members. Sabio and Genesys’ AI-driven insights and resources have been instrumental in facilitating continuous learning and operational agility, particularly vital in a high-demand industry like healthcare.
Read the full case study on how Benenden Health Advances Agent Development Through Sabio and Genesys
2. Seasalt Enhances Training With Evaluagent’s Data-Driven Approach
Cornwall-based clothing brand Seasalt implemented Evaluagent’s QA platform to establish a more data-driven and structured training approach.
Using Evaluagent’s Auto Work Queues, Seasalt reduced time-intensive manual processes, enabling managers to dedicate more time to in-depth training and skill-building initiatives.
This feature ensures targeted training based on real customer interactions, empowering agents with practical knowledge that directly aligns with Seasalt’s customer service standards.
Evaluagent’s data visualization tools allow managers to regularly assess performance, identify trends, and share actionable insights with agents.
Through tailored training sessions informed by these insights, Seasalt has witnessed marked improvements in agent confidence and engagement, translating into fewer escalations and more efficient problem-solving.
Evaluagent has effectively fostered a transparent training environment at Seasalt, positioning the platform as a key driver of long-term agent development.
Read the full case study on how Seasalt Enhances Training with Evaluagent’s Data-Driven Approach
3. NWL Leverages AI and Gamification to Revamp Agent Training
Northumbrian Water Limited (NWL) revamped its training strategy with Genesys Cloud, introducing AI-driven digital assistants and knowledge articles to support agents across channels, from web messaging to SMS.
Since implementing these tools, NWL saw measurable improvements, including a 5–8.5% rise in customer satisfaction and a 50% decrease in average speed of answer (ASA).
AI-powered bots and streamlined information access allow agents to engage confidently, delivering more accurate, efficient support across customer touchpoints.
To further enhance engagement, NWL implemented gamification within Genesys, which includes leaderboards and real-time feedback, helping agents stay motivated.
This approach led to a 10% reduction in average handle time (AHT) and 89% fewer call transfers as agents became more adept at addressing customer issues on the first interaction.
The shift to gamified training has made learning more engaging, significantly improving agent readiness and retention while aligning closely with NWL’s goal of elevating both customer and employee experiences.
Read the full case study on how NWL Leverages AI and Gamification to Revamp Agent Training
4. BT Engages Agents With Centrical’s Gamified Learning Platform
BT sought to reimagine its training programmes, turning to Centrical to deliver an engaging, real-time learning experience for its workforce.
Centrical’s platform merges gamification with personalized microlearning, enabling agents to complete training modules relevant to their individual growth goals.
This approach not only helps agents build job-specific skills but also nurtures their ability to apply learning directly to customer interactions.
Centrical’s gamification features have proven particularly valuable for BT’s remote teams. By introducing competition and social elements, Centrical helps agents stay connected and engaged even when working from home.
Leaderboards, achievement badges, and real-time feedback foster a dynamic training environment that prioritizes both learning retention and application.
The platform’s intuitive approach has made learning an integral part of BT’s customer service culture, bridging training and performance with tangible results.
Read the full case study on how BT Engages Agents with Centrical’s Gamified Learning Platform
5. Pinnacle Sports Modernizes Training and QA Using Evaluagent’s Connected Tools
Pinnacle Sports, a leading name in online betting, partnered with Evaluagent to modernize its agent training and QA practices. Handling approximately 25,000 interactions per month, Pinnacle needed a streamlined approach to training and development that could keep up with its rapid growth.
Evaluagent’s connected QA and Performance Improvement workflows allowed Pinnacle to reduce evaluation time and shift focus to actionable insights.
The integration of Evaluagent’s Learning Management System (LMS) has significantly improved Pinnacle’s approach to identifying individual knowledge gaps and enhancing agent skills.
Through 95% Quality Scores, Pinnacle’s data-driven rewards and recognition programme encourages agents to excel.
Evaluagent’s automated workflows make it easier to provide constructive feedback, ensuring agents receive a balance of positive reinforcement and specific guidance.
Pinnacle’s experience with Evaluagent demonstrates the power of connected workflows in creating a training process that is both efficient and highly effective.
Looking for more real-world examples for your contact centre applications? Check out Call Centre Helper’s collection of over 150 case studies
If you are looking for more on AI and contact centre use cases, read these articles next:
- Our Top Use Cases for AI in Customer Service
- Game On! 12 Use Cases for Gamification
- The AI Revolution – How Contact Centres Are Adapting
Author: James Groves
Reviewed by: Jo Robinson
Published On: 21st May 2025
Read more about - Technology, Artificial Intelligence, Centrical, EvaluAgent, Genesys, James Groves, Sabio, Training
