Retailer set to improve customer experience with optimised processes

Redesigning the customer journey through consulting-led engagement.

A national discount retailer reduced cost to serve, met strategic KPIs and increased call deflection to lower cost channels. By improving internal processes, this business significantly improved customer satisfaction.

P_ResourceInside_Retailer Case Study

Download this case study to learn:

In this case study, find out how:

  • Natural language processing led to an 11% shift to lower-cost channels
  • Knowledge management systems led to a 10% uplift in agent productivity
  • Tailored process solutions lead to improved CX.

Download now for these insights and more.