When Direct Interactions, a contact center solution’s, set out to boost efficiency KPI’s, it
conducted an extensive, industrywide search for a workforce performance
optimization solution to help it take its call floor performance to the next
level in the marketplace. In a new case study launched this week, Direct
Interactions said that in the end, workforce performance management leader
ClearView was the only company to meet the company's key requirements.
Once they decided to go with ClearView, it was fairly quick and easy to go
live. After the implementation, it only took a few weeks to start seeing the
dramatic improvements.
Since rolling out ClearView to agents, Direct Interactions has seen dramatic
improvements in efficiency among regular users. Comparing efficiency KPIs,
agents who use the system on a daily basis have delivered 45% more
efficiency than agents who use the system less frequently.
“Direct Interactions is the perfect example of a company that has transformed
their call centers by increasing efficiency and thus driving down significant
operation costs,” said ClearView President Paul Liljenquist. “They've turned
their agents into brand ambassadors by equipping them with the tools they
need to perform at the highest levels. That is a critical and predictable
contributor to the bottom line and a key completive differentiator.”