Maps Credit Union modernizes the member experience on NiCE CXone platform
Case Study: EE
EE upgraded to Interaction Analytics and began analyzing diverse issues
EE’s ambition is to become the UK's most personal, customer-focused brand. To do this, they wanted to focus on a number of initiatives to improve the customer experience.
17,000+
Guides onboarded
10 calls
Coached in 30 minute
Industry
Telecom
Region
Europe, Middle East, & Africa
Company size
Enterprise
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About
EE is one of UK’s largest subscription businesses, backed by the UK’s biggest and fastest mobile network, offering superfast connections in more places than any other operator. EE is part of BT Group’s Consumer business unit which provides products and services to all of BT’s consumer customers in the UK.
Industry
Mobile/Broadband
Website
Location
London, UK
Size
17,000+ Guides
NiCE solutions
CHALLENGE
EE’s ambition is to become the UK's most personal, customer-focused brand. To do this, they wanted to focus on a number of initiatives to improve the customer experience. This included driving down serious escalations and complaints, improving the experience their customers receive when they call in and offering the most personal sales experience. All of this had to be achieved whilst maintaining a focus on regulatory and internal compliance measures.
“Interaction Analytics puts science behind our initiatives and gives us the tech we need to make them happen.”
CUSTOMER INTELLIGENCE MANAGER
EE
SOLUTION
EE upgraded to Interaction Analytics and began implementing initiatives to understand a variety of issues. This included uncovering better coaching opportunities for sales agents, tracking fraud patterns, ensuring regulatory compliance, experimenting with sentiment as a quality KPI and supporting agents in dealing with difficult call scenarios around domestic violence and poverty.
