Large Telecommunications
Company

“Intradiem was a major cause of our dramatic improvements in FCR and customer satisfaction.”
Bob Johnson, President and Chief Service Officer

Large Telecom Balances Cost Reduction and Service Delivery to Stay Competitive

SOLUTIONS

Employee Development & Engagement

INTEGRATIONS

The Challenge

Sprint needed a way to quickly deliver and update its frontline contact center and retail associates with time sensitive information like service plan updates and communications.

Additionally, it wanted to deliver employee-specific training based on performance, while reducing costs and maintaining service level.

Manual processes in an increasingly dynamic and complex environment made it impossible to meet these key business objectives.

The Solution

Sprint turned to the capabilities of advanced intraday automation to reduce costs and improve employee performance and the customer experience. The platform's rules engine empowered center leaders to write automation rules that accomplished their objectives and aligned frontline operations with the strategic priorities of the business.

Sample Use Cases

Employee Development & Engagement

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Performance-based agent training

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Retail store employee communication and development

Value to Date

Reduced Costs

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Material gains - improved FCR and decreased shrinkage

Employee Engagement

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Increased training velocity by 600% (service plan updates in days, not weeks)

Service Delivery

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Improved FCR by 3%

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Unified sales & service delivery across centers and retail stores

Vision

Implement more automation use cases using the platform to continue to reduce costs, increase employee engagement and improve customer satisfaction.

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