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Sprint continues to improve customer experience and agent productivity, as well as critical measurements such as first call resolution and overall customer satisfaction. |
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Mortgage service provider, American Home Mortgage Servicing Inc., maintains superior service with knowledgeable agents. Learn how they respond to changes and maintain regulatory compliance without increasing labor costs. |
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The challenge for Slovak Telekom was shifting the organization to become more sales focused without sacrificing service levels. |
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Arvato Digital Services differentiates itself through its world-class customer service. But finding high quality agents who could handle the demands of its global customer base was an ongoing challenge. |
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The right tools are critical in helping this non-profit organization prepare disabled or economically challenged individuals for at-home call center agent programs. |
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Learn how this global outsourcer drove improvements in both First Call Resolution and Average Handle Time. |
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Call center agents in collections require a very specific skill set. To be effective, this skill set required ongoing training and reinforcement for this leading bank. |
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For this financial services leader, the challenge was shifting the mindset of customer service representatives to become more sales focused by up-selling and cross-selling across product lines without negatively impacting service levels and cost per call. |
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This company positively impacted customer loyalty by finding the time to train call center agents to address its two largest factors: Call Quality and First Call Resolution which impact call center cost per call. |
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This healthcare provider ensured that a combination of at-home, on-premise, and offshore outsourced agents didn’t undercut customer loyalty by ensuring quality across all agents. |
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This company improved customer loyalty by improving overall call center agent call quality. |
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Learn how this global outsourcer improved key performance indicators and margins with increased time for development. |
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It was critical for this wireless telecom company to improve agents’ debt collecting skills while maintaining the balance between collecting and professional, courteous customer service. |
