Solar power leader shines light on helping employees unleash potential
Technology that backs up the heart of your enterprise: Your employees
Sunrun, the nation’s leading home solar, storage and energy services company, wanted to collect more data around outbound calling.The company quickly recognized its employees as the center of the organization and wanted to pursue ways to help them focus on what matters most: high-skill, high-value tasks. By doing so, it could help unleash their potential to create unforgettable experiences for customers.Key goals included:- Determining its contact rate
- Measuring success in calling potential customers
- Maintaining appropriate staffing levels
- Increasing occupancy rate to 90%, or the percentage of time agents spend dealing with customers compared to their total available time (Marking an increase from 60%).
- Achieving goals on service level, abandon rates and speed-to-dial KPIs.
How EV pioneers are electrifying customer experience through tech innovation
Amped up: Automation at scale surges beyond expectations
Seeing its electric vehicle sales nearly double in the first three months of 2025, a major U.S. car maker is finding success with the latest CX technology.The American multinational automotive manufacturing company automated customer service at scale and saved countless employee hours—freeing up its IT department for tasks other than password changes.AI bots and human agents can work together—seamlessly transferring conversations and context between them and orchestrating interactions. This impacts the customer like a continuous cycle of service.At the center are learning systems that consistently improve—refining understanding and effectiveness with each customer engagement. The result is a partnership that produces measurable, concrete improvements in efficiency, satisfaction and business outcomes.With the customer service operations in the cloud, they reap the additional benefits of saving IT hours of time managing servers. They can devote more time to high-level work rather than more basic tasks that automation could absorb, such as changing passwords.Meeting sustainability goals while increasing agents’ soft skills is exactly what a U.S. leader in recycling and waste disposal services is achieving by adding more EVs to its fleet to reduce emissions and help meet sustainability goals.In adopting modern customer service technology, the company can more accurately and efficiently measure, assess and improve customer sentiment, as well as increase agents’ soft skills.Derived from 20-plus years of industry experience, the most comprehensive and expansive interaction database in the world is delivering results.Agents’ soft skills can now be more objectively reported and benchmarked. Agents receive performance reports in an easy-to-understand, color-coded format several times a week, supporting a culture of continuous improvement.As a result of the new technology, the company hit crucial business goals:
- 30% reduction in repeat calls
- 33% decrease in negative customer sentiment
- 120% increase in the number of coached actions in just three months post-go-live
