A major home improvement retailer was experiencing high contact volumes through voice channels, creating bottlenecks and leading to slower response times. The retailer aimed to implement a chat service to alleviate the pressure on voice channels, streamline customer interactions, and enhance the overall customer experience.
In today’s world, contact centers are facing waves of unpredictability where last-minute changes and unexpected events are the norm rather than the exception. From recent hurricanes that disrupt service continuity to the rapid increase in contact volume like the fast food industry has experienced, or the unknown impact of the upcoming elections, contact centers must be prepared to “embrace the chaos.”
The client, a leading telehealth provider, faced significant challenges in managing the registration of new members applying for complex telehealth services over the phone.
This major utility company faced significant hurdles in maintaining customer satisfaction during severe weather events. High call drop rates and low customer satisfaction scores were prevalent, particularly during these critical times.
Learn how to handle holiday travel peaks with Arise. Our scheduling system and workforce management tools can help you surpass sales and CX metrics.
Navigate the waves of holiday travel peaks with Arise. Boost customer loyalty and achieve revenue objectives with innovative scheduling.
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