Case Studies : WebCE
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WebCE’s mission is to provide quality continuing education at an affordable price - a mission that it has successfully delivered on. WebCE differentiates itself from its competitors by performing all its course delivery, customer support and compliance management in-house, so having the right technology in place to manage both the quality and cost of its services is critical.
When it came time to replace its communications system, the company looked at several options before deciding on Zeacom Communications Center (ZCC) as its contact center solution and Microsoft Lync to meet its voice and collaboration needs.
WebCE’s services are segmented into six different brands and each brand has multiple queues associated with it. "We have around 50 queues, but our previous system didn’t give us visibility of all our queues and the information available to us as calls were coming in was very limited", recalls Rebecca Lammers, WebCE’s Contact Center Manager.
Better business intelligence was also on Rebecca’s wish list as extracting management information was a time consuming manual process. "Reports had to be exported to Excel and summed up manually", explains Rebecca. "It was pretty tortuous."
Rebecca wasn’t able to administer the old system herself which limited her ability to respond to situations. "I couldn’t make changes or control a lot of the parameters on the old system. Now I can make adjustments whenever I need to which is one of the reasons our service levels have improved."
It was a classic case of you don’t know what you don’t know. "If you’d ask me 6 months ago if our old system was meeting our needs, I would have said yes. But now I realize that we were just getting by. ZCC just makes it all so much easier."
WebCE implemented the ZCC contact center and Lync voice solution at the same time which was a big step up for the contact center. "A lot of the functionality ZCC offered was new to us", recalls Rebecca. "The reporting was almost overwhelming at first because we’d been so limited in the past, but now it is wonderful to be able to track so many things. The best part is that now I just push a few buttons and my reports are done."
Callback was another new feature, giving callers the option to leave a callback request during busy times without losing their place in the queue. "With Callback, we would return customers’ calls so quickly they were surprised to hear from us. They expected to be called back in an hour or two and we were calling back within minutes of them leaving a message."
ZCC’s multi-channel queuing capability means WebCE’s contact center can also queue emails for the next available agent, just like phone calls. Email Queuing not only queues and routes customer emails, but also reports on them so the contact center can see how responsive it is to these requests. Rebecca says they plan to turn on email queuing later this year.
Reporting isn’t the only way Rebecca accesses information about how her team is performing.WebCE also uses ZCC Snapshot to display key contact center metrics, like service levels, on a large screen so that they’re highly visible; while ZCC Record and Evaluate is usedfor coaching and training purposes.
Rebecca is enjoying the flexibility ZCC gives her, such as being able to prioritize queues and route them to agents based on their abilities. "It takes 3 or 4 months before a new agent is trained on all of our brands. ZCC makes it really easy for me to add additional queues to an agent’s portfolio as they become capable of handling them. I love the level of control and information available to me now. It makes it faster and easier to do my job."
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The improved access to information also makes the agents’ jobs easier – and this ultimately benefits WebCE’s customers. "Our service levels have increased from 90% to 96%. ZCC on Lync has changed our contact center behavior because it gives us so much more visibility of what’s going on. Agents get more information about the call and what’s waiting in the queues. They know what other agents are doing and who is available." Collaboration with other departments and locations has become commonplace. "In the past, an agent’s only resources were their manager and supervisor. Now that everyone is on Lync, they can easily access anyone in the organization. Chat is used a lot to get quick answers to questions."
As a result, first call resolution has increased which means it takes fewer calls on average for her team to resolve a customer’s inquiry. It’s all part of delivering great customer service, which is one of the reasons WebCE’s customers keep coming back. "Most of our customers have been with us for years and we value their feedback", says Rebecca. "When we put in the new system, we took that feedback on board, but a lot of the changes we made weren’t obvious to our customers. They would have noticed that our menu options have changed or they may have used the Callback option but it’s the sum of all the little productivity gains that really contribute to a better customer experience."
While Rebecca has embraced the new functionality available to her, she admits that she’s only scratched the surface of what’s possible. "There are so many things that ZCC can do, I haven’t had the chance to use them all yet!"
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Published: Wednesday, March 12, 2014
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