SUCCESS STORY: TOURING CLUB SUISSE Touring Club Suisse drives up agent productivity Agent workload redistribution improves customer service and employee satisfaction Swiss motoring institution gets 360-degree view Touring Club Suisse (TCS) is the number one Swiss roadside breakdown service. It’s not the sort of organization to readily tinker with their customer service processes. For members, who may be stranded at the roadside, TCS can’t afford to miss a single call, nor can they delay responses to customer situations. They company also must handle a wide range of queries, from medical to holiday cancellation insurance. And they’re dealt with in any of the country’s three official languages—French, German and Italian—or English. To gain control of the customer interface,

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