Case Study
Workflow Added Value Exhibit for Maine’s Largest Bank located in Camden
| Item | Before | After | Result |
|---|---|---|---|
| Call Volume | 2,652 | 4,161 | 57% |
| Full Time Phone Agents | 10 | 11 | 10% |
| Abandoned Rate | 13% | 9% | 31% |
| Average Queue Time | 00:59 | 00:49 | 17% |
| Average Max Queue Time | 10:45 | 06:22 | 41% |
Before WFC
First List Item
- Excessive unproductive time
- Excessive queue time
- Limited queue visibility
- Reactive supervision
- Excessive break time
- Limited reporting ability
Second List Heading
After WFC
Second List Item
- Increased productive time
- Reduced queue time
- Expresso Wallboard - real time SLA notifications
- Increased agent awareness and accountability
- Modified break schedule
- Enhanced reporting
- “Not ready” reason codes
- Enhanced caller experience, Callback Queue
- Dynamic messaging
Case Study Graphic
Third List Heading
W.A.V.E. Summary
Third List Item
- Improved customer journey
- Improved allocation of resources
- Improved Service Level
Fourth List Heading
Next Steps
Fourth List Item
- Sophisticated core integration
- Increased agent efficiency
- Advanced integration with Speech Recognition
- Future roadmap development
Footnote List Item
- The data used in this executive summary has been compiled from the week of go live in September 2016 to the exact week of 2015.
- 101416BE