Transformed CX: CCaaS and BPO Centers of Excellence
50%
Increase in SLA compliance
40%
Improvement in customer satisfaction scores
30%
Reduction in average call handling time
Overview
A leading global contact center faced challenges in managing operational inefficiencies, inconsistent service delivery, and data integration complexities across its multi-regional operations.
Apromore’s process mining platform enabled the center to optimize call handling workflows, improve service level agreement (SLA) compliance, and enhance customer satisfaction. By integrating data from various systems, the center gained a comprehensive view of the customer journey, leading to better decision-making and performance monitoring.
These strategic improvements allowed the contact center to streamline operations, deliver consistent high-quality service, and maintain its position as a leader in customer service and support.
