With agents averaging up to seven years on the account, the client benefited from deep institutional knowledge and consistently high-quality support for complex, technical issues.

The Challenge

As adoption of the learning platform grew rapidly, the client encountered a critical limitation in scaling high-quality, multilingual technical support. Supporting technical inquiries, ranging from login issues to complex course content, required deep domain expertise across languages. Internal hiring of trilingual agents proved cost-prohibitive, while fragmented global training eroded agent engagement and increased attrition. Inconsistent 24/7 coverage, especially for overnight shifts, increased operational risk while limiting scalability and quality.

The Solution

As a trusted CX partner, ResultsCX delivered multilingual voice, chat, and email support through a resolution-centered strategy.

• AI-enabled hiring: Predictive assessments and Emmersion language testing ensured technical proficiency, cultural fit, and reduced mis-hires.
• Agent development and retention: Our integrated quality, coaching, and cross-training programs, supported by wage calibration and incentives, strengthened agent engagement, flexibility, and retention.
• WFM excellence: Advanced analytics and WFM tools enabled seamless 24/7 coverage, covering 60% of total interactions.

The Customer

A renowned global leader in learning innovation, our client provides a powerful, AI-driven platform catering to universities worldwide, offering impactful learning experiences for students, instructors, and administrators.