To address staffing challenges during peak hours, the team decided to pilot an elastic work-at-home solution to complement their existing, site-based staff. Experiencing KPI improvements across the board, including a 50% reduction in attrition and a 6.5% increase in CSAT, Grubhub has chosen to permanently adopt the work-at-home model.
In a demanding and complex industry like banking, choosing the right partner is critical for ensuring consistent, connected, convenient and secure customer experiences. Prior to partnering with TP, Santander worked with another provider that failed to deliver the scale, capacity, and talented agents they needed. So, when they made the transition, avoiding business disruption was critical.
Samsung and TP have established a partnership based on trust and innovation. One such innovation has been the application of speech and data analytics, which has helped to streamline and improve performance enough to pay for itself completely
To handle volume increases and provide 24-hour support after staffing hours, Samsung has created Sam the chatbot. Working with experienced TP conversation designers, they’ve outlined responses to common questions, and have implemented machine learning for continuous improvement.
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