Omni-channel customer engagement success stories

Vodafone embraces remote customer service with Nuance solutions

Nuance created an intuitive KPI dashboard that enables Vodafone contact centre managers to see key metrics like agent handling times, CSAT scores, and customer queue durations in real-time.

Description

When COVID-19 forced Vodafone’s contact centre agents to work from home as well as 2,500 brick-and-mortar staff to adapt to online customer service, support became a logistical nightmare. Faced with this challenge, Vodafone came to Nuance to explore what was possible.

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I now have clear visibility of queues and response times, and even have access to transactional NPS data. It’s allowed me to challenge our planning assumptions and deflection strategies—it’s made a world of difference.

Dave McQueen
Senior Partner Delivery Manager
Vodafone

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