How CKE reimagined its contact center to streamline operations + improve the customer experience
How CKE reimagined its contact center to streamline operations + improve the customer experience
2 Pages© 2021 Service Management Group | Confidential | All rights reserved How CKE reimagined its contact center to streamline operations + improve the customer experience RYAN HANAWALT VP, Strategy + Transformation CKE Partnering with SMG has allowed us to increase automation, reduce costs, and improve the contact center experience for our customers. OPPORTUNITY It's easy for customer experience (CX) strategies to get out of hand. Over time, novel elements are tacked on to existing programs, and if the entire system isn't analyzed in the process, it can lead to inefficiencies. CKE Restaurants, parent company of Carl's Jr.® and Hardee's®, was managing customer and employee inquiries through a third-party contact center—a strategy that proved to be an expensive solution for ad
