VodafoneZiggo: • Integrated Teleperformance Technology, Analytics, and Process Improvement (TAP) pillars to Operations 2.0 program in improving service delivery and team morale • Identified gaps in employee process knowledge to improve training and knowledge base • Utilized speech analytics to create call database for performance analysis and improvement • Introduced AI and automation through Ziggy the chatbot for customer self-service provisioning VodafoneZiggo is a Dutch joint venture between Vodafone and Liberty Global. It is a leading provider of integrated mobile and communication solutions, and digital entertainment services to customers in the Netherlands. Solutions Implemented The Client The client sought to elevate customer service delivery and improve employee train

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