American multinational computer technology company that develops, sells, repairs, and supports computers and related products and services.
- To improve First Call Resolution rate and provide better Technical Support to customers.
- Missed First Call Resolution rate because Agents had to navigate multiple layers of software, tell hardware failure from an incorrect setting, and many other complex tasks.
- Poor Technical Support Performance by previous vendors.
- Improved training by setting up an Experiential Technology Lab in the contact center for agents to use and get more knowledge and hands-on experience.
- Employed proper tech-savvy agent profiling.
- Using call recordings of missed opportunities to improve knowledge base and training.
- Improved First Call Resolution.
- Higher CSAT.
- Lowered Average Handle Time.
- Massive ROI for the client.