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The Challenge: Over the past five years, ResultsCX has proudly partnered with a leading telecom provider, playing a vital role in delivering customer support for its wireless programs. As part of our dedication to ongoing improvement, we zeroed in on two key goals: enhancing operational efficiency and taking the customer
The digital landscape is constantly evolving, and so are the customer preferences. Modern customers have shorter attention spans and prefer quick interaction with brands throughout their journey. Moreover, they need instant query resolution and personalized interactions that cater to their evolving needs. This is precisely where AI and chatbots play
The Challenge: For a prominent U.S. streaming entertainment client, the absence of a tool offering directional guidance on call flows, particularly focusing on the primary drivers, led to a prolonged speed-to proficiency for new hire agents. This deficiency was adversely affecting both customer experience and efficiency metrics within the organization.
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
When Microsoft announced the acquisition of Nuance Communications, it signaled that the healthcare industry is serious about leveraging technology to advance the industry into the future. For several years now, healthcare has been applying technology across patient care, physician charting and documentation, medical technology and procedures, and especially facility amenities.
The Challenge ResultsCX’s steep holiday staffing ramp up for a U.S retail gaming brand centered on superior call-handling, measured by three key metrics: Per-transaction costs Outstanding customer experience Agent performance The Solution The client incorporated our proprietary digital experience management platform Support Predict into its CX solution, enabling new capabilities:
The Challenge For a U.S. Fortune 500 health plan, and 15+ year ResultsCX client, AEP raised the stakes for agent knowledge and operational capacity, necessitating: Expedited time to proficiency for new hires Agents’ understanding of complex member support needs Lower average handle times – without compromising the authenticity of care