How Shift Transformed Contact Center Oversight with Hear’s AI

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About Shift

Shift helps large organizations — including hospitals and call centers — optimize employee transportation through smart routing and scheduling. Behind the scenes, Shift runs an omnichannel contact center to manage high volumes of inbound and outbound inquiries across multiple channels.

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The Challenge

Before Hear, Shift had no structured way to evaluate agent performance or track service consistency. They used Verint for transcriptions, but it lacked the tools needed to monitor compliance, categorize calls, or extract insights in real time.

This created several operational blind spots:

• Inconsistent service quality
• Limited visibility into customer needs
• No scalable way to track policy adherence or coach agents

As a result, key KPIs like agent compliance, topic categorization, and training efficiency suffered.

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Why They Chose Hear

Shift’s leadership team discovered Hear while exploring AI solutions to modernize their operations. They chose Hear for its AI-driven features built specifically for contact center intelligence, including:

• Call topic classification
• Automated compliance tracking
• Instant agent evaluation and scoring
• An interactive insights dashboard

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How Hear Is Used

Shift integrated Hear with its CRM and rolled it out across its support operation in under four weeks.

Today, Hear powers their daily operations:

• Agent evaluation to track performance and support coaching
• Alerts monitoring for instant risk signals like churn or unresolved issues
• Compliance tracking to ensure every agent follows company policies
• Call classification to understand trends and customer concerns
  
  

This shift has transformed how managers work — no more listening to random calls or pulling manual reports. Instead, they get full visibility across 100% of interactions.

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Results That Matter

Since implementing Hear, Shift has seen measurable impact:

• 30% reduction in non-compliant calls
• 20% improvement in agent performance
• 25% faster issue resolution through alert-driven workflows
  

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What’s Next

Shift is now exploring additional ways to expand their use of Hear:

• Automating more routine call types
• Adding deeper analysis for supplier-specific calls
• Scaling compliance tracking even further
  
  

“Hear has been a transformative partner for Shift, revolutionizing the way we manage customer interactions.

What used to be a manual, time-consuming effort is now automated, accurate, and insight-driven. With Hear, we’ve gained both operational efficiency and deeper call compliance and quality from our representatives."

– Yuval Danin, CEO at Shift