Empowering Agents, Elevating CX: VodafoneZiggo's Journey to Smarter Customer Service скачать в хорошем качестве

Empowering Agents, Elevating CX: VodafoneZiggo's Journey to Smarter Customer Service

Boosting Agent Satisfaction and Customer Loyalty While Automating 20% of Interactions and Saving 36,000 Hours In the fast-paced world of telecommunications, where customer acquisition costs are high and retention is paramount, delivering exceptional customer experiences is non-negotiable. But what happens when the sheer volume of customer conversations threatens to overwhelm your contact center, risking both efficiency and the crucial human connection? Join Rob Scott from CX Today as he sits down with Jasper Schotanus, Client Representative at VodafoneZiggo, and Brendan Jackson, COO at Deepdesk (now AnywhereNow), to unravel a remarkable success story. The Challenge: VodafoneZiggo, one of the Netherlands’ leading telecom providers, faced the universal dilemma of balancing high-volume customer interactions with the need for personalized, empathetic service. They needed a solution that could infuse speed and efficiency without sacrificing the invaluable human element. The Solution: Watch the video! The Impact: The results speak for themselves: -Over 20% of live agent conversations automated. -A staggering 36,000 hours saved in agent time. -Average Handling Time (AHT) reduced by 15%. -Improved agent satisfaction and enhanced customer loyalty. This isn't just about numbers; it's about transforming the employee/agent experience (EX) to elevate the customer experience (CX). By offloading repetitive tasks, Deepdesk's AI allows agents to handle multiple conversations simultaneously, providing more thoughtful and efficient support. Don't miss this insightful interview to discover how VodafoneZiggo and Deepdesk are shaping the future of customer service through a powerful collaboration between humans and AI! Watch the full interview now to uncover the strategies, lessons learned, and future opportunities in this pioneering AI journey!