{"id":54309,"date":"2025-09-05T07:39:28","date_gmt":"2025-09-05T11:39:28","guid":{"rendered":"https:\/\/www.op360.com\/?p=54309"},"modified":"2025-10-15T05:34:35","modified_gmt":"2025-10-15T09:34:35","slug":"empowering-agents-elevating-experiences-op360-successkpi","status":"publish","type":"post","link":"https:\/\/www.op360.com\/blog\/empowering-agents-elevating-experiences-op360-successkpi\/","title":{"rendered":"Empowering Agents, Elevating Experiences: OP360 + SuccessKPI"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"54309\" class=\"elementor elementor-54309\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-fff2566 e-flex e-con-boxed e-con e-parent\" data-id=\"fff2566\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;background_background&quot;:&quot;classic&quot;}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-bbb2bb9 e-con-full e-flex e-con e-child\" data-id=\"bbb2bb9\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-7c90987 elementor-invisible elementor-widget elementor-widget-heading\" data-id=\"7c90987\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;,&quot;_animation_delay&quot;:500}\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h1 class=\"elementor-heading-title elementor-size-default\">Empowering Agents, Elevating Experiences: OP360 + SuccessKPI<\/h1>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-deeef83 elementor-tablet-align-center elementor-invisible elementor-widget elementor-widget-post-info\" data-id=\"deeef83\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;,&quot;_animation_delay&quot;:700}\" data-widget_type=\"post-info.default\">\n\t\t\t\t\t\t\t<ul class=\"elementor-inline-items elementor-icon-list-items elementor-post-info\">\n\t\t\t\t\t\t\t\t<li class=\"elementor-icon-list-item elementor-repeater-item-7fc7051 elementor-inline-item\" itemprop=\"datePublished\">\n\t\t\t\t\t\t<a href=\"https:\/\/www.op360.com\/2025\/09\/05\/\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t<span class=\"elementor-icon-list-text elementor-post-info__item elementor-post-info__item--type-date\">\n\t\t\t\t\t\t\t\t\t\t<time>September 5, 2025<\/time>\t\t\t\t\t<\/span>\n\t\t\t\t\t\t\t\t\t<\/a>\n\t\t\t\t<\/li>\n\t\t\t\t<\/ul>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-382d533 e-con-full e-flex e-con e-child\" data-id=\"382d533\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-8673fda elementor-invisible elementor-widget elementor-widget-image\" data-id=\"8673fda\" data-element_type=\"widget\" data-e-type=\"widget\" data-settings=\"{&quot;_animation&quot;:&quot;fadeIn&quot;,&quot;_animation_delay&quot;:400}\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"800\" height=\"534\" src=\"https:\/\/www.op360.com\/wp-content\/uploads\/2025\/09\/OP360-x-Success-1-1024x683.webp\" class=\"attachment-large size-large wp-image-54310\" alt=\"\" srcset=\"https:\/\/www.op360.com\/wp-content\/uploads\/2025\/09\/OP360-x-Success-1-1024x683.webp 1024w, https:\/\/www.op360.com\/wp-content\/uploads\/2025\/09\/OP360-x-Success-1-300x200.webp 300w, https:\/\/www.op360.com\/wp-content\/uploads\/2025\/09\/OP360-x-Success-1-768x512.webp 768w, https:\/\/www.op360.com\/wp-content\/uploads\/2025\/09\/OP360-x-Success-1.webp 1200w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-5ae9ca5 e-flex e-con-boxed e-con e-parent\" data-id=\"5ae9ca5\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t<div class=\"elementor-element elementor-element-78bb05d e-con-full e-flex e-con e-child\" data-id=\"78bb05d\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t<div class=\"elementor-element elementor-element-a969c18 elementor-widget elementor-widget-text-editor\" data-id=\"a969c18\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>At OP360, we believe that when our people thrive, our clients and their customers thrive too. That\u2019s why we\u2019re thrilled to share the impact of our partnership with SuccessKPI, a leader in AI-powered workforce engagement.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-d544109 elementor-widget elementor-widget-heading\" data-id=\"d544109\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Why This Matters<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-ad1359d elementor-widget elementor-widget-text-editor\" data-id=\"ad1359d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Contact centers run on people power, and empowered agents are the backbone of exceptional customer experiences. By adopting SuccessKPI\u2019s unified performance scorecard, we\u2019ve transformed the way we coach, engage, and support our teams.<\/p><p>Instead of juggling feedback from multiple sources, our agents now have a clear, color-coded scorecard that tracks their progress on a weekly basis. This not only fosters transparency and accountability, but also sparks more meaningful coaching conversations\u2014focused on solutions, rather than surprises.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-32beff4 elementor-widget elementor-widget-image\" data-id=\"32beff4\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"800\" height=\"509\" src=\"https:\/\/www.op360.com\/wp-content\/uploads\/2025\/09\/table-1-1024x652.webp\" class=\"attachment-large size-large wp-image-54312\" alt=\"\" srcset=\"https:\/\/www.op360.com\/wp-content\/uploads\/2025\/09\/table-1-1024x652.webp 1024w, https:\/\/www.op360.com\/wp-content\/uploads\/2025\/09\/table-1-300x191.webp 300w, https:\/\/www.op360.com\/wp-content\/uploads\/2025\/09\/table-1-768x489.webp 768w, https:\/\/www.op360.com\/wp-content\/uploads\/2025\/09\/table-1.webp 1455w\" sizes=\"(max-width: 800px) 100vw, 800px\" \/>\t\t\t\t\t\t\t\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-79d01f7 elementor-widget elementor-widget-heading\" data-id=\"79d01f7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">The Results We\u2019re Seeing<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-c6861e0 elementor-widget elementor-widget-text-editor\" data-id=\"c6861e0\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Since launching the framework, the improvements have been tangible:<\/p><ul><li aria-level=\"1\">20% shorter coaching sessions, giving leaders more time to develop people<\/li><li aria-level=\"1\">15% reduction in customer hold time<\/li><li aria-level=\"1\">8% drop in AHT\u2014direct wins for the customer experience<\/li><\/ul>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4329cb3 elementor-widget elementor-widget-heading\" data-id=\"4329cb3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">A Partnership That Reflects Our Values<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-a71005c elementor-widget elementor-widget-text-editor\" data-id=\"a71005c\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>For OP360, this partnership is more than just about numbers. It\u2019s about creating an environment where our people feel supported, engaged, and equipped to succeed. With SuccessKPI, we\u2019re reinforcing our\u00a0<b>people-first culture<\/b>\u00a0while delivering measurable outcomes for our clients.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-b67b1b7 elementor-widget elementor-widget-heading\" data-id=\"b67b1b7\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\">Looking Ahead<\/h2>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-0c93736 elementor-widget elementor-widget-text-editor\" data-id=\"0c93736\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>As we continue scaling this framework across more teams and programs, one thing is clear: empowering agents is the key to elevating customer experiences. And with partners like SuccessKPI, we\u2019re making that vision a reality every day.<\/p><p>Read the full joint press release\u00a0<a href=\"https:\/\/www.prnewswire.com\/news-releases\/op360-scores-100-of-customer-calls-for-agent-performance-with-successkpis-ai-powered-workforce-engagement-management-solutions-302546267.html\" target=\"_blank\" rel=\"noopener\">here<\/a>, where we delve deeper into the partnership, its implementation, and the results we\u2019ve seen.\u00a0<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t<div class=\"elementor-element elementor-element-09a71f6 e-flex e-con-boxed elementor-invisible e-con e-parent\" data-id=\"09a71f6\" data-element_type=\"container\" data-e-type=\"container\" data-settings=\"{&quot;animation&quot;:&quot;fadeIn&quot;,&quot;animation_delay&quot;:500}\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-2b8f87a elementor-author-box--image-valign-middle elementor-author-box--avatar-yes elementor-author-box--name-yes elementor-author-box--biography-yes elementor-widget elementor-widget-author-box\" data-id=\"2b8f87a\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"author-box.default\">\n\t\t\t\t\t\t\t<div class=\"elementor-author-box\">\n\t\t\t\t\t\t\t<a href=\"https:\/\/www.linkedin.com\/in\/jbenroberts\/\" target=\"_blank\" class=\"elementor-author-box__avatar\">\n\t\t\t\t\t<img decoding=\"async\" src=\"https:\/\/www.op360.com\/wp-content\/uploads\/2025\/02\/cropped-BEN-300x300.png\" alt=\"Picture of Ben Roberts\" loading=\"lazy\">\n\t\t\t\t<\/a>\n\t\t\t\n\t\t\t<div class=\"elementor-author-box__text\">\n\t\t\t\t\t\t\t\t\t<a href=\"https:\/\/www.linkedin.com\/in\/jbenroberts\/\" target=\"_blank\">\n\t\t\t\t\t\t<h4 class=\"elementor-author-box__name\">\n\t\t\t\t\t\t\tBen Roberts\t\t\t\t\t\t<\/h4>\n\t\t\t\t\t<\/a>\n\t\t\t\t\n\t\t\t\t\t\t\t\t\t<div class=\"elementor-author-box__bio\">\n\t\t\t\t\t\t<b>President and COO<\/b>: In his role, Ben ensures that the company is able to deliver optimal customer solutions and enhance operational efficiencies across all delivery centers. With 15+ years of industry experience, Ben has a proven track record of leading the strategic growth of technology-enabled companies within complex regulatory and competitive environments. \r\nPrior to OP360, Ben spent 10 years at Conversion Partners, a boutique private equity\/investment management firm, and its portfolio company Ultimate Medical Academy (UMA)  in roles of progressive management responsibility. As Chief of Staff and VP Finance\/Operations, he played a key role in launching an online learning division and acquiring three Continuing Medical Education (CME) companies, expanding UMA to 2600 staff, 16K active online students, and 85K graduates.\t\t\t\t\t<\/div>\n\t\t\t\t\n\t\t\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Empowering Agents, Elevating Experiences: OP360 + SuccessKPI At OP360, we believe that when our people thrive, our clients and their customers thrive too. That\u2019s why we\u2019re thrilled to share the impact of our partnership with SuccessKPI, a leader in AI-powered workforce engagement. Why This Matters Contact centers run on people power, and empowered agents are [&hellip;]<\/p>\n","protected":false},"author":682,"featured_media":54310,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"elementor_header_footer","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-54309","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-blog"],"_links":{"self":[{"href":"https:\/\/www.op360.com\/wp-json\/wp\/v2\/posts\/54309","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.op360.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.op360.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.op360.com\/wp-json\/wp\/v2\/users\/682"}],"replies":[{"embeddable":true,"href":"https:\/\/www.op360.com\/wp-json\/wp\/v2\/comments?post=54309"}],"version-history":[{"count":5,"href":"https:\/\/www.op360.com\/wp-json\/wp\/v2\/posts\/54309\/revisions"}],"predecessor-version":[{"id":54581,"href":"https:\/\/www.op360.com\/wp-json\/wp\/v2\/posts\/54309\/revisions\/54581"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.op360.com\/wp-json\/wp\/v2\/media\/54310"}],"wp:attachment":[{"href":"https:\/\/www.op360.com\/wp-json\/wp\/v2\/media?parent=54309"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.op360.com\/wp-json\/wp\/v2\/categories?post=54309"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.op360.com\/wp-json\/wp\/v2\/tags?post=54309"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}