how-data-driven-contact-center-analytics-delivered-us$40-million-savings英文学习资料 .pdfVIP

Case Study GeneratinG anaLYtiCS impaCt How data-driven contact center analytics delivered US$40 million savings Client Genpact solution Business impact Fortune 100 financial services firm Optimized the contact center by US$40 million in cost savings through complementing technology with a defect- collaborative business projects and industry free measurement system, proactive sustained thought leadership through data- Financial services decision-making, and extensive data driven analytics and intelligent reporting. Business need addressed management practices through data-driven • Reduced operating costs by 5% to 7% YoY Optimize customer contact center operations analytics and intelligent reporting • Increased self-service penetration by 25% to reduce costs, increase customer satisfaction, and eliminate functional silos by • Increased first call resolution by 12% implementing advanced analytics to monitor • Improved customer satisfaction scores by performance and drive sustained business more than 700 bps impact for continuous improvement PROCESS • ANALYTICS • TECHNOLOGY Business challenge a siloed data environment with significant manual intervention in day-to-day functions and A Fortune 100 financial services firm based in the ru