Overview
Join Kandace Forster, Director of Workforce Management at VGM Group, as she shares how a phased, seven-part technology overhaul turned an underused tech stack into a fully optimized contact center operation.
Learn how VGM tackled a 45-second call abandonment problem by tearing apart and rebuilding its IVR, consolidating 240 skills down to about 50 for clearer reporting, and layering in real-time interaction guidance, interaction analytics, and advanced workforce management, before introducing proactive AI technology that has now automated over 230,000 customer journeys.
In this session, you'll hear:
- Why a 45-second abandonment threshold was quietly undermining both the customer and agent experience
- How rebuilding the IVR from 240 skills down to roughly 50 made real reporting and operational visibility possible for the first time
- Why a phased, seven-part approach let the team learn from early missteps and build confidence before each new rollout
- How proactive AI technology helped VGM absorb year-over-year growth without proportionally adding headcount
- Why eliminating dead air and dropped-call frustration mattered as much as any single new feature
Whether you're sitting on an underutilized tech stack or trying to scale without scaling headcount, this testimonial shows what it looks like to methodically rebuild a contact center operation from the ground up.