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:
- Reduced AHT from 15 minutes to 8.5 minutes
- Automated identification and order information gathering for over 40% of callers
- Returns contacts decreased by 32% in traditional channels
- Decreased customer need to speak to a live human agent by 46% after speaking to the virtual agent
- Increased online self-service rates to 92%
- Directed 94% of calls to the right desk in the right store
- Up to $640,000 in labour cost savings.
Download now for these insights and more.
Creating exceptional customer experiences by 'doing it better'
