Irving, Texas — New Leaf Service Contracts, the extended-warranty administrator, has deployed a new software suite to improve workflows and customer satisfaction.
The product, developed by Columbus, Ohio-based Uptivity, is a workforce-optimization process called Discover that’s designed to enhance agent coaching, quality management, call and desktop recording, and other critical capabilities.
“We like to think of ourselves as ‘leading edge’ when it comes to selecting our technology partners,” said New Leaf contact center manager Martin Cuellar. “As part of our new partnership with Uptivity, we can now leverage Discover to provide our clients with more insight into how can it help their customers, as well as help improve the overall consumer experience.”
Founded in 2012 by industry veterans Sean Hicks and Rick Gavino, New Leaf provides retailers with protection plans for a wide array of categories, including CE, majaps, fitness, furniture, LED lighting, home and garden, and musical instruments.