Posted by Domenick Wissel on Oct 18, 2018 10:00:00 AM
Technology and customer service go hand-in-hand. Without the right technology, you lack the ability to effectively connect with customers and track those interactions. When your employees are spending a significant amount of time on the phone dealing with customer complaints about your phones systems, you have an issue that demands quick resolution.
Corporate Travel Planners (CTP) is a San Antonio-based full-service travel management company. Due to the consultative nature of their work, CTP's employees spend a significant amount of time on the phone with customers. Prior to engaging with ConvergeOne, CTP continually experienced issues with the reliability and connectivity of its phone system, which ultimately impacted its bottom line.
In order to attract the best talent, CTP offers remote working opportunities, with nearly half of its agents working remotely across 14 states. However, the company previously could not track its remote agents’ productivity or adherence to scheduling. It needed reporting in place so that it could access the data it needed to effectively manage a remote workforce.
ConvergeOne developed a ConvergeOne Cloud Experience (C1CX) Public Cloud solution that increased phone system reliability, improved connectivity to the infrastructure, added call reporting functionality, and caught issues with the remote workforce.
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