How a US-Based Premier Audio Entertainment Provider Improved Their Contact Center Agent Performance with Lumenore
Results Achieved:
Reporting Accuracy
Improved through automationOperational Visibility
Near real-time across contact centersCoaching Effectiveness
Improved with agent-level insightsData Scale
2M+ performance & sales recordsConsolidated and Created
10+ data sources 5+ dashboardsCustomer Overview:
They are one of the United States’ leading audio entertainment providers. The company delivers 150+ channels of commercial-free music, live sports, news, and exclusive talk shows to 23 million subscribers across North
With access through cars, mobile devices, and smart speakers, they operate at massive scale and relies heavily on its contact centers to deliver consistent customer experience.
Business Challenge:
Their contact center teams lacked timely, unified visibility into agent performance and operational KPIs.
Heavy reliance on manual tracking,
leading to inconsistent and delayed reporting.
Siloed data across systems, making it difficult to identify coaching needs or performance gaps.
Slow access to insights, limiting supervisors’ ability to respond in real time.
Absence of Relevant Measurement KPIs impacting proactive agent management and customer satisfaction.
Why the Problem Mattered:
For a subscription-based media business:
- Agent performance directly impacts customer retention.
- Delayed insights reduce the effectiveness of coaching.
- Manual reporting limits scalability and consistency.
- Leadership needs near real-time visibility to manage service quality.
Without unified analytics, improving customer experience at scale became increasingly difficult.
The Lumenore Solution:
Lumenore deployed a contact center performance analytics solution to centralize data and enable real-time monitoring.
Unified Agent Performance View
Integrated data from multiple systems into a single source of truth for contact center operations.
Interactive KPI Dashboards
Delivered dashboards tracking:
- Call handling time
- Hold time
- Resolution rate
- Occupancy
- Customer satisfaction
Near Real-Time Updates
Refreshed data every 15 minutes, enabling supervisors to act faster.
Coaching & Performance Management
Enabled agent-level monitoring, coaching assignments, feedback tracking, and progress measurement.
Continuous Performance Improvement
Supported data-driven training and coaching alignment across teams.
Customer Speaks:
Before Lumenore, our supervisors spent too much time compiling reports and not enough time coaching agents. With real-time dashboards and unified performance data, we can now identify issues early, coach more effectively, and maintain consistent service quality across teams.
Why They Chose Lumenore:
- Proven contact center analytics expertise
- Real-time, role-based dashboards
- Scalable performance management platform
- Reduced manual reporting overhead
How Lumenore Can Support Your Use Case:
- Monitor agent KPIs in near real time
- IImprove coaching and performance outcomes
- Reduce manual reporting effort
- Enhance customer experience at scale
Lumenore is built for high-velocity data, multi-platform ecosystems, and global-scale competitive environments.