The Performance Gap 

For education publishers operating at scale, the margin between exceptional and adequate support is measured in seconds and percentages. When students and instructors depend on digital learning products to succeed, operational inefficiency carries consequences that go beyond cost. Slow, inconsistent support erodes the trust they place in the products they rely on every day.

A publisher with a presence across colleges and universities in North America partnered with IntouchCX around a specific challenge: rising end-user expectations and a recognition that manual workflows were creating inefficiencies that were impacting both handle time and quality across the support operation.

This is the story of how Sidd Spark addressed both.

A Different Way to Look at the Problem

The instinct in most performance improvement programs is to look first at people: more training, more coaching, more oversight. IntouchCX identified a different source of opportunity: 

Sidd Spark, IntouchCX’s real-time AI agent-assist tool, was embedded directly into each agent’s workflow. Rather than asking agents to context-switch between systems to find answers or manually construct case notes after every interaction, Sidd Spark worked alongside them: 

• Surfacing relevant knowledge base content in real time
• Generating accurate case documentation automatically
• Reducing the after-call work (ACW) that had been quietly inflating handle times 

At IntouchCX, people, process, and technology work as a single integrated system. 

The Results: 

• 25% AHT reduction: from 863 to 645 seconds, beating the 705-second program target by 60 seconds
• 88% QA performance: 8 points above the 80% program target
• 94% Sidd Spark utilization: up from 87% YTD, surpassing the 90% program target

Each improvement traces back to the same source: less overhead, more focus. 

• Manual overhead, case notes, knowledge searches, after-call admin, was inflating every interaction. Removing it tightened the workflow and sharpened customer focus.
• As efficiency improved, so did QA: documentation accuracy rose across the team.
• Tool utilization grew consistently as agents built Sidd Spark into their daily rhythm.

One Insight Worth Keeping

This partnership reinforced something many operations leaders recognize but rarely act on. When handle time is inflated by administrative friction, including manual note-taking, mid-call knowledge searches, and post-call documentation, removing that friction improves both metrics at once. 

Agents perform better because the conditions for good performance improve. The data reflects it across every dimension: speed, quality, and adoption.

For organizations navigating the same pressure, it is worth reviewing the workflow friction agents deal with every single day. 

Ready to See It in Action?

The results in this program came from removing what was in the way. If that sounds familiar, it is worth a conversation.

Talk to a CX strategist.