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The General was able to find more time to create and deliver training to agents to improve their overall efficiency and performance.
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Convergys increases training compliance to improve agent performance and drive FCR and their “Very Satisfied” CSAT scores. Learn how they deployed 11,000 hours of training in one month without adding cost or extra labor to the workforce. |
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Sprint continues to improve customer experience and agent productivity, as well as critical measurements such as first call resolution and overall customer satisfaction. |
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Mortgage service provider, Homeward Residential, maintains superior service with knowledgeable agents. Learn how they respond to changes and maintain regulatory compliance without increasing labor costs. |
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The challenge for Slovak Telekom was shifting the organization to become more sales focused without sacrificing service levels. |
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Arvato Digital Services differentiates itself through its world-class customer service. But finding high quality agents who could handle the demands of its global customer base was an ongoing challenge. |
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The right tools are critical in helping this non-profit organization prepare disabled or economically challenged individuals for at-home call center agent programs. |
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Learn how this global outsourcer drove improvements in both First Call Resolution and Average Handle Time. |
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Call center agents in collections require a very specific skill set. To be effective, this skill set required ongoing training and reinforcement for this leading bank. |
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For this financial services leader, the challenge was shifting the mindset of customer service representatives to become more sales focused by up-selling and cross-selling across product lines without negatively impacting service levels and cost per call. |
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This company positively impacted customer loyalty by finding the time to train call center agents to address its two largest factors: Call Quality and First Call Resolution which impact call center cost per call. |
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This healthcare provider ensured that a combination of at-home, on-premise, and offshore outsourced agents didn’t undercut customer loyalty by ensuring quality across all agents. |
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This company improved customer loyalty by improving overall call center agent call quality. |
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Learn how this global outsourcer improved key performance indicators and margins with increased time for development. |
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It was critical for this wireless telecom company to improve agents’ debt collecting skills while maintaining the balance between collecting and professional, courteous customer service. |
