CX CASE STUDIES

 

Omni-Channel: 

Best Practice Impact on CX: Shows how omni-channel best practice can improve or maintain great FCR, contact resolution, Csat, and Esat performance.

Web Self-Service:

Best Practice Impact on CX: Shows how web self-service best practice can improve or maintain great FCR, contact resolution, and Csat performance.

IVR Self-Service:

Best Practice Impact on CX: Shows how IVR self-service best practice can improve or maintain great FCR, contact resolution, and Csat performance.

Email Channel: 

Best Practice Impact on CX: Shows how email channel best practice can improve or maintain great FCR, contact resolution, Csat, and Esat performance.

Emerging Channels (Chat, Video Chat, Mobile Application): 

Best Practice Impact on CX: Shows how emerging channels best practice can improve or maintain great FCR, contact resolution, Csat, and Esat performance.

Quality Assurance Program:

Best Practice Impact on CX: Shows how QA program (e.g., evaluation form, call recording and reporting tool, CSR coaching) best practice can have a positive impact on FCR, call resolution, Csat, and Esat performance.

Desktop Applications: 

Best Practice Impact on CX: Shows how desktop applications (e.g., customer relationship management, knowledge management tool, instant messaging, claim and bill processing tools, unified desktop) best practice can have a positive impact on FCR, call resolution, Csat, and Esat performance.

CSR Recognition Program:

Best Practice Impact on CX: Shows how recognition program (e.g., awards, certificates, cards, public recognition, gift certificates, additional training, paid time-off) best practice can motivate CSRs to improve or maintain great call resolution, Csat, and Esat performance.

CSR Career Development:

Best Practice Impact on CX: Shows how CSR career development (e.g., job posting, career path, employee development, career advancement) best practice can motivate CSRs to improve or maintain great call resolution, Csat, and Esat performance.

Call Handling Practice:

Best Practice Impact on CX: Shows how call handling (e.g., hold, transfer, concierge service, call escalation, CSR soft skills) best practice can improve or maintain great FCR, call resolution, Csat, and Esat performance.

Escalation CSR Support: 

Best Practice Impact on CX: Shows how support queue (e.g., call escalation, retention, assists CSRs in real-time) best practice can have a positive impact on FCR, call resolution, Csat, and Esat performance.

Performance Management System:

Best Practice Impact on CX: Shows how performance management system (e.g., accountability metrics, performance reporting, performance improvement plans, performance appraisals, bonus and recognition) best practice can improve or maintain great FCR, call resolution, Csat, and Esat performance.

CSR Coaching Program:

Best Practice Impact on CX: Shows how coaching program (e.g., train the coaches, frequency and length of coaching session, quality of coaching) best practice can have a positive impact on call resolution, Csat, and Esat performance.

CSR Training Program: 

Best Practice Impact on CX: Shows how training program (e.g., online, classroom and on-the job training, new-hire and on-going knowledge training) best practice can have a positive impact on call resolution, Csat, and Esat performance.

CSR Selection Process: 

Best Practice Impact on CX: Shows how hiring process (e.g., candidate pre-screening, interview, personality testing, job simulation, ideal profile identification) best practice can have a positive impact on call resolution, Csat, and Esat performance.

Standard Operating Procedures: 

Best Practice Impact on CX: Shows how standardizing operating procedures best practice can improve or maintain great FCR, contact resolution, Csat, and Esat performance.

Continuous Improvement Process

Best Practice Impact on CX: Shows how continuous improvement process best practice can improve or maintain great FCR, contact resolution, Csat, and Esat performance.