Case Study: Adobe Help Center Increased Retention by 8.8% With a Single Question Rooted in Psychology

How to increase call center retention by offering less, not more incentives? Focus on smart nudges.

In this case study, you’ll discover:

  • How a subtle shift in the conversation had significant impacts on retention;
  • What question you should NOT ask and what to ask instead;
  • Why it’s important to involve agents in creating their own talking points; and
  • How the environment can impact whether people stick to change.

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