How MYOB is revolutionising quality performance with daisee.

Based in Australia and New Zealand, MYOB has over 1 million customers, providing tax, accounting and other services to small and medium-sized businesses. MYOB approached daisee to maintain a consistent experience across all customer interactions.

We are invested and could not imagine a life without daisee. They have given us real confidence in elevating our quality framework to deliver consistent customer experience in 100 percent of interactions.
Steve Targus, Contact Centre Manager

Download case study (PDF)

Challenge

Ensure a consistent MYOB experience for every customer, every call.

Before daisee: reviewing interactions was time-consuming; coverage was limited and error-prone; feedback was reactive; opportunities for partnerships and retention were missed; call motivation drivers were hard to identify.

Solution

Leverage Artificial Intelligence to manage the quality of customer interactions.

daisee captured 100 percent of interactions with AI-powered automated quality management, scoring each interaction in near-real-time against a Programmable Scorecard tailored to each MYOB team. Team leaders gained agent performance insight at scale for coaching.

daisee has revolutionised the way in which our sales process is performed.
Jess Harrison, Quality Performance Specialist

Results

• Constant rapid automated analysis of 100 percent of calls
• Earlier compliance intervention and risk mitigation
• Personalised feedback for upskilling and coaching
• 100 percent of interactions monitored for early intervention

daisee has helped us really work on a consistent MYOB experience.
Steve Targus, Contact Centre Manager

MYOB is rolling daisee into other areas using the Essence module to derive reasons for inbound calls. Steve Targus: The daisee solution is definitely going to be a part of what we roll out company wide.