"Service Assist is delivering unparalleled benefits to our early adopter clients. The approach we took at the outset of the program was to zero-in on a handful of use cases associated with high volumes of transactions and high AHT. We have identified 5 key benefits that one early adopter client is realizing through the Service Assist implementation:
- AHT reduction – 80% reduction on live call AHT leading to more timely and improved customer interaction
- Speed of implementation – the simplicity of the configuration of the solution components enables value realization to begin in a few short months.
- So much low-hanging fruit – with work on the initial implementation completed, momentum has built where client teams are identifying candidates of additional automation opportunities and an ongoing strong pipeline of opportunity.
- Self-funding – with a disciplined approach of associating a fully costed business case with each sprint, scaling of service assist delivers accelerated value
- Improved accuracy of operations data – our client is expecting improved agent compliance with their automated call workflow, where service assist is now embedded, leading to greater operations data accuracy
Burnie Group brings holistic teams to our contact centre automation engagements: deep skills in contact centre operations, agile project delivery, program leadership, technical expertise in automation and Service Assist in particular.
Burnie Group partners with clients to transform their businesses through innovative strategy, process excellence and world-class technology. We apply rigorous analysis and world-class technology to create the most impactful solutions and support them in the long run. We leverage innovation throughout the process to foster desired results. "
------------------------------
Evgueniia Doudareva
Assoicate
The Burnie Group
Europe/London
------------------------------
