The Challenge

The collapse of the financial services industry forced this company to slash costs while simultaneously improving customer service, which is much harder to accomplish without a budget to support CX initiatives.

This company already made an exhaustive effort to drive efficiency and productivity. With the contact center environment increasing in complexity, it seemed impossible to meet business objectives.

The Solution

By leveraging the capabilities of advanced intraday automation, this company not only reduced costs but improved agent performance and customer satisfaction. The platform’s rules engine empowered the WFM team to customize automation rules that met their key objectives.

Sample Use Cases

Employee Development & Engagement
▸ Training
▸ Off-phone work

Manager & Adherence Assistant
▸ ACW Assistant

Workforce Management Automation
▸ Voluntary Time Off

Value to Date

Reduced Costs
▸ Material gains – Increased availability, decreased handle time and shrinkage
▸ Improved WFM efficiencies

Employee Engagement
▸ ESAT improvement
▸ Improved ability for agents to access training

Service Delivery
▸ Consistent service level attainment