Cost savings
Reduction in phone volume
CMSR for chat channel

A leading multinational coffee producer and cafe chain wanted to reduce contact center costs without reducing CX. 

The Challenge

Harness the cost efficiencies of live chat to complement existing channels without increasing staff numbers or reducing existing CX levels. 

Our Solution

For the client to launch live chat support and drive contact volumes away from voice and email, we needed to develop a cross-training program so existing agents could confidently use all available channels to service customers. 

We developed a dedicated curriculum covering processes, tools and requisite soft skills, beginning with a group of 25 tenured agents for the pilot.  

Our training was also designed to encourage agents to leverage their existing experience of previous campaigns and transpose this knowledge to the new channel. After a successful pilot phase, we tripled the number of cross- trained agents for further efficiency.

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