Large Telecommunications
Company

Large Telecom Balances Cost Reduction and Service Delivery to Stay Competitive

LARGE INSURER

Improving Employee Engagement and Productivity

SOLUTIONS

Employee Development & Engagement

INTEGRATIONS

The Challenge

This organization provides insurance for a variety of products such as smart devices and electronics. So, employees need to be well-versed to help customers with many different brands and models.

Technology changes at a fast pace, and the company needed a way to keep up. Quickly disseminating information to agents by using manual processes was inefficient and made it next to impossible to meet business objectives.

The Solution

The company selected advanced intraday automation to keep agents current on all of the product information they needed to support customers. The platform’s rules engine empowered the WFM team to write automation rules that significantly improved the company’s efficiency and ability to reduce costs while improving agent engagement and customer satisfaction.

Sample Use Cases

Employee Development & Engagement

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Training

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1:1 Coaching

Value to Date

Reduced Costs

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Material gains - increased availability, decreased handle time and shrinkage 

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Improved WFM efficiencies

Employee Engagement

▸  

98% engagement rate

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ESAT improvement

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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