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News : RAC Improved Customer Experience with NewVoiceMedia
British automotive services company RAC has improved its customer experience and improved operational efficiencies with NewVoiceMedia's cloud customer contact solution ContactWorld for Service. Since deployment, the company has increased customer satisfaction, boosted its Net Promoter Score (NPS) and reduced call abandonment rates.
RAC provides customer services, such as product and test-drive information, to consumers with new car warranties on behalf of car manufacturers.
With ContactWorld built on the Salesforce1 platform, RAC has been able to offer its customer base a completely unique and personalised experience. The company now benefits from immediate access to a customer’s entire history of interactions from one screen and real-time reporting and analytics, offering complete visibility of contact volumes, advisor performance and customer experience and enabling RAC to improve business processes and the performance of individual advisors.
Jonathan Gale, CEO of NewVoiceMedia, comments, "It’s fantastic that RAC has made such significant improvements to its customer experience and business processes since deploying our technology. Moving its contact centre to the cloud makes perfect sense for RAC, as the company benefits from complete scalability and flexibility as the business grows, since new functionality and consultants can be added in minutes. The team will also always be up-to-date with the latest technology, meaning they will continually benefit from improvements and new features without the need for IT support".
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About NewVoiceMedia :
NewVoiceMedia is a global provider of cloud technology which helps businesses sell more, serve better and grow faster
Founded in 1897 the RAC is the UK's longest-established motoring organisation. Best known for its breakdown service, it also offers insurance, legal and technical advice and travel information. In March 2005 the RAC was acquired by Aviva plc. Aviva plc is one of the UK's largest general insurers.
Published: Thursday, April 23, 2015