What Fuels British Gas’ Call Centre 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 real-time automation to meet service level despite the growing complexities of the contact centre environment.

Find out how the following groups were impacted in this webinar recording:

• Workforce management - improving process to meet key metrics (service levels)
• Supervisors/managers - helping address agent issues and improve adherence
• Agents - boosting performance and morale

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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