CASE STUDY:
CLIENT
U.S. benefits provider
SITUA­TION
The contact center operations team was thinly staffed and had to advance multiple projects simultaneously to implement a cloud-based platform, new interactive voice response (IVR), a quality platform, and work force management tools. They requested implementation prioritization and workforce management processes to move the organization from manual Excel workbooks to an automated platform. The team wanted to take the lead in managing the implementation themselves, with access to expert support available if they got stuck.
OBJEC­TIVE

Handle issues and review prioritization progress which included support for implementation snags, best practice insights for IVA/IVR and work force management, and responses to the typical challenges that arise in any large implementation.
WHAT WE DID

Supported team as an expert to provide strategic support and hands-on expertise as they pushed ahead with implementation.
OUT­COME

The operations team was supported by a strong partner who could meet the team where they were as issues arose; respond quickly with best practices, and ease the path forward 
Participation and insight on a quick turnaround allowed the team to keep moving to implement the cloud-based platform 

  