Controlling the levers of customer satisfaction
Controlling the levers of customer satisfaction
2 PagesSUCCESS STORY: SOGAZ INSURANCE GROUP Controlling the levers of customer satisfaction Russian insurance group centralizes its contact center and sees service levels soar in tandem with huge rise in operational efficiency Realizing value from existing IT investments For SOGAZ Insurance Group, with several expanding businesses and over 800 sales offices, customer service improvement would come only from a centralized contact center. Integrated business applications, automated work processes, and real time performance reporting had to be matched by intelligent incoming call prioritization—a very difficult task. “Our vision was a cutting-edge contact center offering close management of service levels and accuracy and scalability in predicting workloads and handling rising call volu
