Case studies

Leading American Technology Company Improves CX Performance With Experiential Tech Lab for Agents

Client

American multinational computer technology company that develops, sells, repairs, and supports computers and related products and services.

The Goal

  • To improve First Call Resolution rate and provide better Technical Support to customers.

The Challenge

  • Missed First Call Resolution rate because Agents had to navigate multiple layers of software, tell hardware failure from an incorrect setting, and many other complex tasks.
  • Poor Technical Support Performance by previous vendors.

 

Our Approach

  • Improved training by setting up an Experiential Technology Lab in the contact center for agents to use and get more knowledge and hands-on experience.
  • Employed proper tech-savvy agent profiling.
  • Using call recordings of missed opportunities to improve knowledge base and training.

Results

  • Improved First Call Resolution.
  • Higher CSAT.
  • Lowered Average Handle Time.
  • Massive ROI for the client.
Case Studies
Internet Retailer Improves New Hire Proficiency by 85%

Client Satellite internet retailer with 100% sales-based compensation structure. The Goal Onboard a new bilingual vendor. Attain Close Rate performance goals. Improve new hire proficiency. The Challenge Limited in time and training resources due to the pandemic. Type...