How to Boost Contact Center Productivity?
Unify the Contact Center Agent Desktop and Automate Processes
Allison Garretson, Senior Vice President of Operations & Customer Experience.
The General Automobile Insurance Services, Inc., or simply The General, is a licensed insurance agency that is a subsidiary of PGC Holdings Corp., that focuses on providing auto insurance to customers in the United States.
The Uniphore client sought a solution to optimize their contact center operations for both their customer service representatives and their customers. The General engaged Uniphore to simplify the contact center agent desktop and automate mundane tasks.
Uniphore and The General took inventory of these disparate applications utilized by the customer service representatives (CSR) and designed a unified desktop to deliver a simplified CSR experience.
CSRs now leverage the unified desktop as the primary servicing application in the contact center and seamlessly navigate relevant job aids and workflows. A simplified CSR experience has paved the way to a simplified customer experience.
The General has realized great operational savings with the deployment of an automated and unified workspace for their customer service representatives. The client team has become self-sufficient in identifying opportunities, designing, and implementing enhancements to their unified desktop.
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