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

Top 5 TelecomThis 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

Top Financial Services ProviderThe 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

Major Utility CompanyThis 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

Major Health InsurerThis 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.

About the author

Jennifer Lee

Jennifer Lee has over 15 years of experience in the contact center industry and more than a decade of experience as a people leader. She started her career in contact center management in the BPO space, serving as a senior client services manager for a Fortune 100 telecommunications client. Throughout her career, Jennifer has served in a variety of roles in the contact center space, including operations, quality, workforce management, and client services. She also has field experience working with a variety of ACD and WFM platforms and a proven track record of exceeding key performance targets.

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