- Digital Transformation
- Customer Engagement Transformation
Our client was experiencing heavy call volumes, with password resets for their gaming platform representing more than 20% of calls. With nearly 80,000 calls per month, the client was interested in transforming their processes to allow gamers to get back to their games faster. Added to this was growing concern about their ability to maintain their position as a customer service leader in a highly competitive market. The need was to continually innovate their product portfolio and their support model to both delight their existing customers, and acquire new customers.