Have you ever wanted to make your contact center best-in-class? Sounds a little like putting a can of Whoopass in your contact center! That would be impressive! Northwestern Mutual thought so.
Northwestern Mutual came to us in 2014 looking for help. Working with yours truly and the Interactive Intelligence strategic consulting team, Northwestern Mutual was peppered with over 350 questions in a week-long series of meetings and interviews in November 2014. The result? A contact center maturity model assessment delivering a roadmap with more than 130 recommendations. Jim LeMere and his team have already leveraged 40 recommendations so far with dramatic results, including:
- Highest service levels in five years (Image 1)
- Increased first call resolution – up five percent year-over-year (Image 2)
- Decreased attrition, resulting in contact center savings (Image 3)
Sweeping improvements were made with a focus on gamification, employee recognition and fun—keeping team members engaged and on board during the transformation.
What’s next for Northwestern Mutual? Technology ramp up! New call center platform – ACD, IVR, virtual queuing, estimated wait time, call recording, voice of customer, website self-service and more.
So do you want to be like Northwestern Mutual and put cans of Whoopass in your contact center? We’d love to help you.
We understand that if you’re running a contact center, you’re most likely laser-focused on delivering an outstanding customer and agent experience. You’re probably so focused that you haven’t had time to think big picture. But we do. That’s our job.
We’ll provide you an outside view in– an objective microscope on strategy and leadership, enabling technology, aligned and skilled employees, and supporting processes and business intelligence. You can’t do this alone, and really, you shouldn’t have to.
to help with your transformation, and we’ll get you to the next level of contact center maturity.