Large Telecommunications
Company

Large Telecom Balances Cost Reduction and Service Delivery to Stay Competitive

REGIONAL UTILITY

Improving Employee Engagement for a Better Customer Experience

SOLUTIONS

Employee Development & Engagement

INTEGRATIONS

The Challenge

This utility organization needed to significantly improve employee engagement and customer experience. They wanted to ensure their agents could receive continuous training and development opportunities.

Unfortunately, manually scheduling training and coaching in their increasingly dynamic and complex environment made it impossible to meet these objectives.

The Solution

This company turned to advanced intraday automation to improve employee engagement and customer experience. They leveraged the platform’s real-time rules engine for agent development, which reduced the costs normally associated with these activities. Advanced automation ensured that service level and customer experience was always protected.

Sample Use Cases

Employee Development & Engagement

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Employee Development

Value to Date

Reduced Costs

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Material gains - increased availability, decreased handle time and shrinkage

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Rapid ROI recognition - 300%

Employee Engagement

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Improved ESAT

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More effective delivery of training and development opportunities

Service Delivery

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Consistent service level attainment

Vision

Implement more automation use cases using the platform to achieve increasing levels of cost reduction, employee performance and customer satisfaction gains.

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