Despite the success of newly added digital channels, Turk Telekom was still receiving over 100 million calls a year! While the digital channels offer a promising customer experience, they still faced a number of challenges:
· Call volume was not decreasing
· People still sought human contact
· Customers were suspicious of self-service
· Increasing agent costs meant contending with longer calls became more expensive
Join Ahmed Furkan Gul and Özhan Teker, Digital Business Development Executives of Turk Telekom, as they discuss the innovative solution Turk Telekom selected to effectively resolve the above challenges by channel pivoting inbound phone calls into a digital self-service experience while improving self-service adoption. Ahmed and Özhan will share actual results and provide practical tips in this informative webinar.
Ahmed Furkan Gul