Creating educational excellence with AI-powered customer experience.
reduction in AHT.
productivity rate achieved.
increase survey response rates.
Shaping the future of educational support.
Career Certified is a leading provider of professional education and licensing courses, primarily serving the real estate and financial sectors through its flagship brands, The CE Shop and AD Banker. Headquartered in Denver, Colorado, the company delivers comprehensive educational solutions through an innovative online platform, offering courses for real estate, mortgage, home inspection, appraisal, insurance licensing, and securities education.
"We beta tested Talkdesk Copilot for 30 days, but we didn't need the full testing period. We saw immediate results with a 30-second reduction in average handle time, largely from automated note taking during after-call work. When you multiply that time savings across our call volume, the ROI is remarkable."
Mike Matoush Senior VP of Learner Experience, Career Certified
Career Certified transformed its customer service operations by implementing Talkdesk’s AI-powered solutions across its educational platforms. The company successfully unified support for multiple business units, improved agent efficiency, and enhanced learner satisfaction. Through strategic deployment of AI tools like Talkdesk Copilot and the upcoming implementation of Talkdesk Autopilot, Career Certified achieved significant improvements in handle times, customer feedback rates, and overall service quality while enabling a successful transition to a 100% remote workforce. This transformation positioned Career Certified as a leader in educational support services, demonstrating how AI can enhance both operational efficiency and learning outcomes.
After implementing Talkdesk and its AI features, Career Certified experienced major improvements in both service quality and customer feedback. A broader response pool gave the team more representative insights, while satisfaction levels remained consistently strong.
The new analytics also transformed how supervisors manage and develop agents. With deeper visibility into performance patterns and demand trends, they can optimize staffing, fine-tune resource allocation, and deliver targeted coaching that directly addresses the scenarios agents face most often.
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