As Aucera (formerly DialAmerica) advances their digital transformation journey, they face a challenge common to today's contact centers: how to modernize operations with AI and automation while enriching, not diminishing, the employee experience. By implementing TouchPoint One's Acuity platform, they found their answer.
Aucera faced the challenge of modernizing their contact center operations while maintaining their people-first culture. In an industry where technology often creates barriers between people, and turnover rates frequently exceed 100%, they needed a solution that would strengthen human connections while driving performance improvements.
Deep Dive into Challenges:
1. Employee Engagement and Retention:
2. Performance Management:
3. Leadership Connection:
The Acuity Transformation: Aucera implemented TouchPoint One's Acuity platform to create an environment where technology strengthens rather than replaces human connections. The results were remarkable: 41.14% better performance across KPIs, 36.5% reduction in turnover, and customer satisfaction improving from 88% to 93%. Employee satisfaction reached an exceptional 4.89 on a 5-point scale, well above industry benchmarks.
Discovering Acuity:
1. Performance Management:
2. A-GAME Leagues Engagement:
3. AI-Enhanced Coaching:
The transformation was comprehensive and measurable:
Aucera's journey with TouchPoint One demonstrates how technology can strengthen rather than diminish human connections in customer experience operations. By transforming abstract concepts like "we're all in this together" into tangible reality through A-GAME Leagues, Aucera created genuine collaboration between leadership and frontline staff. The results extend beyond metrics to cultural transformation, setting new standards for how BPOs can thrive in an AI-driven era by putting people first.
In an industry often focused solely on automation and efficiency, Aucera proves that strengthening human infrastructure drives sustainable success. Their experience shows that when organizations invest in meaningful connections between leaders and frontline staff, everyone wins - employees feel valued, customers receive exceptional service, and the business achieves remarkable results.
"This innovative program provided a much-needed platform for our executive team to connect with the heart and soul of our operation. It allowed us to step out of our traditional roles and leverage our years of experience, skills, and passion for supporting and empowering our team members in a truly meaningful way."
"The dashboards make my life so much easier. No more digging through reports - everything I need for coaching is right there."
"Just engaging with the leaders and playing A-GAME made me want to come to work more and to keep my adherence at top level - it was inspiring to me!"
“Acuity has made life so much easier for the leadership team! Having a balanced scorecard is a necessity in our environment.“
- Brandi Stadie, Senior Director of Veyo Contact Center Operations, Phoenix, AZ
“With TouchPoint One's advanced platforms and expertise, we've seamlessly integrated gamification into our performance management, boosting employee engagement and efficiency.“
- Mark Wilson, Chime Solutions CEO
“We are saving ourselves so much time and so many headaches. It is just a better way to work.”
- Tereasa M. Vukanovich, Manager, Regulatory Compliance & Audit
