Life could be made so much easier for call center agents. All too often, they start a contact with a caller on the back foot; generally speaking they have no idea who is on the other end of the phone when they pick up a call, nor do they know why they’re phoning. They are left completely in the dark, and thanks to technological advances, it’s really not necessary.
Three, one of the UK’s leading telcos, knew this. They wanted their team of customer service and sales to be empowered by knowledge. That’s why they were interested in Now Interact’s Predictive Intelligence technology; they knew that we could help them to deliver a better customer experience, and that our insight could empower their agents to perform at the highest level.
To read more about how we drove 29,000 incremental sales for Three UK, download the case study.