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Webinar: Efficient Call Resolution Regardless of Complexity Level: A Case Study Webinar Featuring the University of Derby

Webinar: Efficient Call Resolution Regardless of Complexity Level: A Case Study Webinar Featuring the University of Derby

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Webinar Replay

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

 

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