Improved CX and Enriched Coaching
Client
A medical equipment company with 950 employees and over 50 sites.
Challenge
Due to years of acquisition, the client ran disparate phone solutions, making management and support challenging. Included in the mix was a legacy Cisco premises-based phone system for voice and call center functionality, prem-based Mitel, and Mitel UCaaS. They had consolidation goals and were engaged with ARG consultant Cassie Diehl to determine the best path forward. A significant outage affecting multiple sites, their Cisco Call Manager, and contact center users caused revenue loss and customer churn. The organization’s leadership determined that the client needed to move quickly to avoid further damage.
Solution
Cassie worked with Steve Grimsley, ARG Product Lead, UC and CX, to expedite ARG’s InSITE consulting process to quickly provide vetted solution options that delivered core functionality. ARG educated the stakeholders on leading-edge functionality that would positively impact the business. Specifically, IT leadership saw significant value in analytics and AI to improve customer experience and streamline coaching within the contact center. With the new capability to transcribe all calls, the business has copious amounts of data and can further analyze it within PowerBI. ARG pulled together a project team with experience working with hundreds of providers to identify timelines for deployment and down-select the solution options that would increase the rollout speed.
With the diligence provided by ARG’s InSITE document and executive alignment, the client was able to get the solution through procurement in less than five business days. ARG worked with the provider and client to turn up 33 sites plus their contact center within 3.5 weeks of signature.
Results
The solution future-proofed the contact center by including features that the client can grow into, along with analytics and reporting that made an immediate impact. In the past, the client was doing random call recording for Quality Assurance (QA). The new solution offered real time AI CSAT scores on calls to identify areas of improvement immediately. This tool and QA scorecards enabled call center managers to efficiently identify areas of focus for coaching more effectively and in near real-time to improve customer satisfaction and employee development and retention.
Contact ARG for help with technology procurement, ongoing management, and support.
