Large Telecommunications
Company

Large Telecom Balances Cost Reduction and Service Delivery to Stay Competitive

FORTUNE 500 RETAILER

Significantly Improving Productivity and Meeting Service Levels

SOLUTIONS

Employee Development & Engagement
WFM Automation

INTEGRATIONS

The Challenge

The pressure to keep costs low while maintaining quality customer service is something most companies feel. This retail organization found this challenge unattainable.

They needed an innovative way to overcome the manual processes that would better address the increasingly dynamic and complex environment, while meeting financial, productivity, and service level goals.

The Solution

The company leveraged advanced intraday automation capabilities to meet their business objectives. The real-time automation processes ensured agents received timely development opportunities.

The WFM team reduced costs and created additional efficiencies within the contact center to consistently meet customer demand.

Sample Use Cases

Employee Development & Engagement

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Employee Development

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1:1 Coaching

Workforce Management Automation

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Agent to Channel Association

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VTO

Value to Date

Reduced Costs

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Material gains - increased availability, decreased handle time and shrinkage

Employee Devlopment

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Improved ESAT

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Employees receive continuous training to further development

Service Delivery

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Consistent service level attainment balanced with training, even during the busy holiday season

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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