Thought Leadership

Telco Use Cases – IGEL Partner

Background

2 Canadian telecommunication companies with 2,000 to 3,000 agents had challenges accommodating call center overflow, creating risk for potential new business and customer satisfaction. At capacity and unwilling to outsource overflow to call center suppliers, they were considering re-routing calls to in-home agents, but found the cost along with the time-consumption to implement and support unfavourable.

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