Our client is one of the world’s largest telecom companies and one of the largest providers of mobile telephone services in the U.S.
The challenge – They had operations across multiple geographies where thousands of contact center agents handled millions of customer requests. The process and performance varied significantly across offices and teams, leading to inconsistent experience and customer dissatisfaction.
The client was thus looking to understand the drivers of workforce productivity, identify the challenges agents faced, and unlock training opportunities to improve team performance.
This is where AssistEdge Discover Work Insights, EdgeVerve’s task mining platform, came to the rescue.
AssistEdge Discover Work Insights deployed on over 20,000 user machines across different geographies helped capture task-level interactions, significantly improving operational efficiency and agent productivity by>20% within a short time.
Download the case study to learn how AssistEdge Discover Work Insights helps teams work better together and augment performance.