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 Click image to launch video |
| Video |
Brent Hoberman
Chairman/Co-Founder |
| Video |
Dominic Cameron
Director, Voice & Innovation |
 Press release
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- Online retailer needed to ensure that it was meeting its brand promise
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- Launched CEM across the business to improve overall customer experience
- Monitored customer experience at specific stages of the customer lifecycle
- Implemented agent quality monitoring to assess effectiveness of training and call center processes
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- Customer advocacy improved by meeting customer expectations and protecting the brand
- First call resolution increased through improving agent training
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