Large Telecommunications
Company

Large Telecom Balances Cost Reduction and Service Delivery to Stay Competitive

GLOBAL TRAVEL COMPANY

Significantly Improving Agent Engagement and Customer Experience

SOLUTIONS

Employee Development & Engagement
Manager & Adherence Assistant

INTEGRATIONS

The Challenge

Given the growing complexities of operating contact centers, it is challenging but critical to ensure agents possess the knowledge to provide superior service to their clientele.

Within such a dynamic environment, manual processes made it impossible to meet key objectives without adding costs to the business.

The Solution

The company took stock in advanced intraday automation technology and improved agent development while enriching the customer experience.

By incorporating the automated, real-time approach to operations, they improved their ability to reduce costs significantly, while achieving their CX and agent initiatives.

Sample Use Cases

Employee Development & Engagement

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Training

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Coaching

Manager & Adherence Assistant

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Lunch and Break Assistant

Value to Date

Reduced Costs

▸  

Material gains - increased availability, decreased handle time and shrinkage

▸  

Agent adherence improvement

▸  

Improved WFM Efficiencies

Employee Engagement

▸  

ESAT improvement

▸  

More effective delivery of training and communications

▸  

Agent: “It helps with product knowledge I may not have been aware of previously.”

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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