Case study: Make customer service efficient and cost-effective
sponsored by Aspect

Forward-thinking organizations are constantly seeking out ways to manage customer service interactions more efficiently and cost-effectively – yet accomplishing these goals while also maintaining agent morale is no easy task.

This case study reveals how the right workforce management strategy enabled Hilton Reservations Worldwide – the customer service branch that handles reservations for 2,100 hotel properties – to improve contact center occupancy, reduce agent burnout, realize $1.2 million in savings, and more.

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