The University of Derby discusses efficient call resolution and excellent customer experience successfully delivered to over 2500 calls received in 3 days – by easily integrating Jacada Agent Guidance with the University’s existing Zendesk infrastructure. Challenges and actual results will be shared.
Find Out How the University of Derby Overcame the Following Challenges:
- How to train 450 staff members, with minimal prior experience, to become subject matter experts able to resolve calls of different complexities while maintaining excellent customer experience
- How to train staff members to become proficient with the new software to ensure correct update of the student’s record systems during or immediately following the call with the applicant
- How to combine the need to train on a new computer system and also offer instant, contextual guidance during the call with the applicant