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The General Simplified the Contact Center with a Unified Agent Desktop

How to Boost Contact Center Productivity?

Unify the Contact Center Agent Desktop and Automate Processes

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With Uniphore, we achieved or over-achieved all of our targeted business benefits. Both our Average Handle Time and our Training and Agent Productivity improvements exceeded our expectations and are delivering significantly improved First Call Resolution and Customer Experience while delivering cost savings.

Allison Garretson, Senior Vice President of Operations & Customer Experience.

About the Client

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.

Our Approach

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.

Results

  • The General was able to reduce Average Handle Time (AHT) by 19% 
  • Training for new agents has reduced by 35% as a direct result of the simplified navigation in the unified agent desktop. 
  • First Call Resolution (FCR) has increased leading to enhanced customer satisfaction 

What's Next

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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