Overview
Join Liz Jones, Call Center Technology Team Lead at CFNA, the credit card division of Bridgestone Tires, as she shares how a fast-moving partnership with the SmartReach team turned a call volume spike into a smoother experience for customers and agents alike.
Learn how CFNA responded to a sudden rise in call volume from statement and fee changes by rolling out a callback feature, and how three-plus years of close collaboration with NiCE has kept results improving year after year.
In this session, you'll hear:
- Why a good metric means customers never have to wait, whether self-serving or reaching a live agent
- How a spike in call volume from statement and fee changes was met with a fast callback feature rollout
- Why three-plus years with the SmartReach support team has meant results that keep improving year over year
- How open communication with a technical account manager and sales team keeps the partnership customer-focused
- Why being part of a company that gives back to the community adds meaning to the daily work of keeping calls moving
Whether you're looking to respond quickly to unexpected call volume spikes, or build a long-term partnership that keeps improving results, this testimonial offers a real-world look at what responsive support looks like in practice.