Client Stories

Testimonials

"Our old wallboard showed service level in green even when ASA was climbing — the metrics came from different systems. Laurel Path rebuilt the supervisor console so both numbers share the same interval clock. The first week was noisy as leads learned the layout, but by week three we stopped printing the legacy hourly PDF entirely."

I wish the initial wireframes had included our outbound dialer panel; we added it in revision two, which pushed live date by four days.

"We had three slightly different SLA definitions floating between client contracts and internal reports. The reporting setup engagement produced one master definition document and interval reports that match what we send clients each Monday. Auditors stopped asking follow-up questions on the March quarterly review."

"The written findings report named specific fields we were capturing but never charting — adherence exceptions and callback completion. Implementing those two panels took our IT vendor a week, not months, because the report included exact field names from our ACD export."

"The monthly briefing replaced a 40-slide deck I used to assemble myself. Volume trend lines, cohort comparisons by tenure band, and SLA attainment against contract — all in twelve pages with notes I can read aloud in forty minutes. My CEO asked for the retainer to continue through Q3."

Project stories

Jeonnam Mutual Aid — Supervisor Console Redesign

Jeonnam Mutual Aid · September–October 2025

Challenge: Supervisors toggled between a legacy ACD screen and a spreadsheet for SLA tracking. Interval misses were discovered hours late.

Approach: We mapped six queue groups to unified interval panels, added a cumulative SLA line for the shift, and placed ASA alongside abandon rate on the same time axis.

Outcome: Missed-interval alerts now surface within the same fifteen-minute bucket. The director receives a single executive panel screenshot at midday instead of a multi-tab export.

Pacific Lines BPO — Contract-Aligned SLA Reporting

Pacific Lines BPO · January 2026

Challenge: Client-facing SLA reports used thirty-minute buckets while internal floor reports used fifteen, causing disputes during breach reviews.

Approach: Laurel Path documented one canonical SLA definition, built parallel views at both intervals with clear labeling, and added a holiday calendar override table.

Outcome: The February client QBR ran without interval-definition objections for the first time in eight quarters.

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