SAPPHIRE 2013: Utility Company Lights Up Customer Service Using Integrated Solutions from SAP and Endorsed Partner, Verint

Attend an informative session on SAP BCM and Interaction Center

SAPPHIRE 2013: Utility Company Lights Up Customer Service Using Integrated Solutions from SAP and Endorsed Partner, Verint

Should be an interesting session.

Presenter: Steve Bandy, Source Gas

Attend this session to understand how SourceGas LLC, a growth oriented regulated supplier and distributor of natural gas products and services to residential, agricultural, commercial, and industrial customers, is using an integrated and unique solution consisting of SAP BCM, CRM and Verint Impact 360 Workforce Optimization modules such as Desktop and Speech Analytics, WFM, and QM to transform and elevate the level of customer service it provides to its customers.

Among other things, attendees will learn how they: dramatically improved customer satisfaction scores from 76% to 95%; achieved compliance with mandates from regulatory agencies by delivering superior level of service; lowered the cost of achieving service level goals by being able to do more, despite staff reductions, with optimal agent schedules and adherence tracking; increased efficiency by understanding agents usage of desktop applications, including SAP CRM; achieved quality score targets of 80+ with consistent and pertinent evaluations of agent interactions using audio and screen recording and Speech Analytics; and reduced the training effort for customer service agents from four weeks to eight days and greatly improved employee job satisfaction.

Key Learning Points:

  • Find out how to get a customer satisfaction increase
  • Hear about efficiencies and cost savings
  • Learn about agent monitoring and scoring

View session details here: http://agendabuilder.sapandasug.com/go/ab.sessioncatalog/?l=56&sid=6754_30993

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Glenn Abel is a leading authority on Contact Centers.

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