Overview
Join Alex Wozniak, Director of Customer Advocacy and Retention at Superior Plus, as he shares how replacing aged technology became the turning point for both customer and agent experience.
Learn how Superior Plus built a new foundation for residential and commercial customer service, gained visibility into quality and call metrics they never had before, and found a technology partner open enough to bring in additional capabilities like autopilot and self-serve.
In this session, you'll hear:
- Why tying customer experience and agent experience together improves both sides at once
- How replacing aged technology became the catalyst for a game-changing new platform
- Why NPS, customer satisfaction, and customer effort score are the metrics driving the roadmap
- How visibility into quality, call length, and silence turned into real coaching opportunities for agents
- Why an open product suite with strong partnerships keeps a company on the cutting edge
Whether you're looking to modernize aged contact center technology, or bring new visibility into agent coaching and customer experience metrics, this testimonial offers a real-world look at building a platform that can grow with the business.