Customer Community Continues to Create New Value through Innovative Use Cases
In this July edition of our Customer Community Use Case Story Round-up, we’re looking at the innovative ways customers are achieving their cost take out goals with real-time contact center automation. Check it out:
4 Second Reduction in AHT
This top telecommunications company needed a way to achieve a significant cost savings through greater efficiencies and productivity improvements. A complex, manual, and reactive environment made it seemingly impossible to achieve their goal. Real-time automation delivered the solution they needed, and the company was able to reduce handle time by 4 seconds and take out $7M in costs annually.
Saving $19M Annually
The collapse of the financial services industry forced this Top 5 bank to set their cost take out target at an unprecedented level, without negatively impacting the customer and employee experience. The organization decided that automation was the only way they could meet such conflicting goals. Since utilizing real-time automation, the organization has reduced training delivery time by 46% and increased agent satisfaction, saving $19M annually.
Single Use Case = Big Benefits
This major utility company was looking for a better way to leverage resources in their omni-channel environment, while increasing agent engagement by creating a less tedious workday. Little did they know that a single use case would reap tremendous benefits. After implementing just one real-time automation use case, the company has increased agent engagement and customer satisfaction in addition to achieving an annual savings of $2M.
It’s Simple – Help Agents Stay on Time
This major health insurer saw a significant opportunity to solve a common and costly adherence issue. The organization felt that real-time automation was a simple solution to the complex problem of keeping agents on time for pre-scheduled events. Once deployed, real-time automation improved adherence by 1% and achieved a $7M in cost savings annually.
Stay tuned for the August Customer Community Stories to see how other centers have created a better prepared, better deployed and more productive workforce, and achieved their cost take out goals.