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

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