CHALLENGE
Members around the globe rely on the world’s largest designer, manufacturer and distributor of quality eyewear and sun wear.
During the time of this case study, company leadership was pursuing strategic initiatives to expand its physician network, develop new partnerships, and make acquisitions.
For the contact centers, they needed to sustain service level and customer satisfaction while optimizing their investments in technology, processes, manual work, and agent staffing.
Initiatives included:
- Balance staffing with demand from new channels and marketing promotions at reduced cost.
- Identify technology investments to eliminate duplication of work and streamline processes.
- Make commitments to the C-suite how contact centers will contribute to profitability goals in a way that they can understand, trust, and contact centers can manage.
- No drop in customer satisfaction.
The goal of these initiatives was for contact centers to provide a clear line of sight to their contribution to profitability. Through its close working relationship with IT, the contact centers decided the best place approach to contributing to profitability was through technology optimization.
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