CX in action: How to uplift agents the smart way

Welcome to the second post in our use case guide series, CX in action. In the coming weeks we’ll be sharing real stories from the frontlines, showcasing how Zoom CX creates experiences that stand out in a sea of sameness. 

But it’s not just customers who need to be looked after. Agents deserve and need attention, too. Advancements in AI are helping boost employee efficiency and even reduce agent attrition. In fact, Metrigy's State of AI in Customer Experience report, commissioned by Zoom, found that 64% of companies using AI agent assist tools have reduced average handle time by 28% and 42% have reduced agent attrition by 29%. 

That’s why we’re highlighting customer InflectionCX, and the steps their team has taken with AI-first Zoom CX and Zoom Workplace to make life easier and more productive for agents. The results speak for themselves: remarkably faster handle times, better-equipped team members, and less agent burnout. 

We hope that you find something in InflectionCX’s story, or in our more in-depth use case guide, that will help you make your customer experience more effective, efficient, and memorable.  

Chris Crosby, the founder and CEO of InflectionCX, was an early adopter of Zoom Contact Center and quickly saw the benefits of moving his entire business to the Zoom ecosystem of products. He is truly a pioneer in building a connected customer experience through what he calls a “Zoom Shop.” 

Here are the steps the Inflection team took to build a data-driven, connected customer experience with Zoom Contact Center and Zoom Workplace:

1. Simplified agent training and onboarding

Chris migrated all his training materials to Zoom Docs, centralizing knowledge management and sharing. This makes it easier to onboard new agents and reduces their ramp-up time significantly. The same training materials are fed into Zoom Virtual Agent, providing consistency in customer and agent experience. 

 2. Reduced after-call work by 3.5 minutes per call with custom workflows 

By leveraging Zoom AI Companion features like summaries and auto-transcriptions as well as custom workflows through a purpose-built Zoom App, Chris reduced after-call work from over 4 minutes to under 30 seconds. Instead of tediously adding notes and uploading transcripts after calls, agents can hop to the next customer, significantly reducing wait times.

 3. Decreased handle times by three minutes 

Chris reduced agent handle time by three minutes by integrating Zoom AI Expert Assist with his knowledge base. Now agents can provide answers and surface information much quicker than a manual search through extensive documents.

 4. Helped agents respond faster 

All agents at InflectionCX are connected via Zoom Team Chat and Zoom Mail. Because they are all on one platform, they can solve problems and get questions answered quickly without having to toggle between multiple applications and screens.

 5. Made work schedule planning more efficient

By deploying Zoom Workforce Management (WFM), Chris has helped his supervisors staff the contact center effectively and efficiently. WFM gives supervisors visibility into historical interaction volumes, allowing them to accurately predict future staffing needs across InflectionCX's portfolio of clients.

 6. Cut back on quality management overhead 

Chris and his team built a custom Zoom App to automate much of the traditional Quality Management (QM) evaluation and scorecard process. This frees up his QM managers to focus their time on coaching instead of reviewing and scoring interactions.

Get your copy of the full use case guide for more practical ways to amp up your customer experience and improve agent retention. This handbook for success showcases how you can reap the benefits of our solutions and make customer service improvements that make customers happy and reduce agent churn through practical examples, including:

• More ways to break down organizational silos for faster, more accurate customer service resolution 

So many of today’s problems with customer service stem from the frustration of being stuck in a loop of no resolution (or the ‘Doom Loop’, as we call it). Customers are sick and tired of being passed around, waiting on hold, and repeating their issues time and time again. Learn how to create a more streamlined experience by bringing your organization together and providing a Total Experience for customers.

• Practical applications of AI to empower customers, agents, and supervisors alike

From self-service to quality management and analytics, AI has the potential to revolutionize the customer experience. We’ll show you how to implement AI without losing the human touch in the mix, a factor that makes a big difference to your customers.

• Innovative approaches to CX that will help you differentiate

Meeting your customers where they are may require doing things differently. Get inspired by real-life examples and take a fresh look at how you can create an experience your customers can’t wait to share. 

• How to deliver ROI, improve CSAT, and retain agents

There’s no point in making even the smallest changes if you’re not confident they’ll deliver results. Each example in this guide, whether real life or in the early stages of implementation, has been hand-picked with core contact center metrics and ROI in mind. 

Download the guide, From Meh to Memorable: 7 Ways to Create Unforgettable Customer Experiences, and use it to create those moments of delight your customers will love, or embark on a more transformational change. Then get ready to watch the magic happen.

Find out how Topaz Services delivers faster experiences with a human touch in our first blog in the CX in action series.  

Find out more about how Zoom CX can future-proof your contact center here.

Zoomtopia is back this September— and it’s for the people! Secure your spot (it’s virtual & free!), Sept 17 & 18, 2025