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In this case study, learn how Probe CX's thorough analysis of a client's call drivers and implementation of various digital and contact centre services resulted in:
Download now for these insights and more.
A leading Australian online and brick-and-mortar department store chain.
The client recognised that their customers preferred low-effort channels such as messaging and wanted to achieve the following objectives:
Probe CX completed a careful and in-depth analysis of the client’s key call drivers and workforce management processes to understand what shopping needs customers wanted to address and how best to offer to them.
Probe CX’s areas of opportunity identified included:
A lack of automation and
proactive contact
60 dual-tone multi-frequency
interactive voice response
systems
Variations in the way processes
and procedures were handled
Complex pathways and a lack
of insights or real-time reporting
High average handing times
(AHT) such as 16 minutes for a
single return transaction
Low operational control
To address these, Probe CX:
As a result of these solutions, the client achieved the following results:
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