What Fuels British Gas’ Intraday Automation Programme?

According to Deloitte, 74% of companies cited cost reduction as a top priority for 2017. This translates to budget cuts for contact centres,and a heavy burden for WFM and operations leaders. When British Gas had to address this challenge, they turned to intraday automation to meet service level despite the growing complexities of the contact centre environment. In this webinar, Maxene Squire, Real Time Delivery & Resource Optimisation Manager for British Gas, shares what she learned and accomplished with advanced intraday automation.

September 12, 2017

Maxene Squire

Real Time Delivery & Optimisation Manager

British Gas

Maxene Squire is the manager of the Real Time Team at British Gas Services and responsible for five contact centres, handling over five million calls a year. Maxene ensures every customer is delivered to the right contact centre advisor in the quickest amount of time. She oversees a team of analyst working 24 hours a day, 7 days a week and ensures the customer journey isn't affected by intraday emergencies. 

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