www.NICEinContact.com About GWA Limited When consumers in Australia, New Zealand and the United Kingdom think of state-of-the-art bathroom or kitchen fixtures, they turn to GWA Group’s well- known brands including Caroma, Methven, Dorf and Clark. The company sells bathroom and kitchen supplies to its partners which service consumers who are remodeling their bathrooms or kitchens. GWA Group has three contact centres; the largest is located in Australia. Two smaller contact centres are in New Zealand and the United Kingdom. Its 67 agents handle an annual average contact volume of 500,000 interactions. The Challenge GWA Group was suffering from poor customer satisfaction because each of the three contact centres used a different solution. The Australian centre used New Voice Media (whi

Join for free to read