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Cellular One, one of the largest regional wireless carriers in the US, relied on inefficient and dated technologies that required too much manual labor and resulted in sub-par customer interactions. With no way to identify the purpose of customer calls, Cellular One suffered from long call times, dissatisfied customers and poor employee performance.
In this case study, discover how Cellular One leveraged a single-platform strategy to drastically enhance their customer experience by combining workforce, quality and performance management capabilities with CRM technology. Read on to learn about the benefits they currently experience, including:
- Reduced call volume by 40%
- Decreased average handling time by 30%
- Increased operational efficiency
- Improved customer satisfaction
- And more