Challenge

A U.S. based home delivery food retailer experienced a 300% surge in customer call volume:

• Strained capacity to maintain high CX standards
• Required rapid response to sales opportunities
• Existing staffing levels inadequate for high call volume

Solution

ResultsCX implemented a four-pronged rapid ramp-up strategy to meet surging demand and expedite speed to proficiency:

• Accelerated recruiting, hiring, and onboarding plan
• Custom build-out of proprietary Support Predict Agent AI platform with bots for sales training
• Collection and analysis of customer profile data to return individualized upsell recommendations
• Identification of targeted agent coaching opportunities using performance analytics