CUSTOMER CASE STUDY
Office Depot® Achieves A dramatic Reduction of call abandons & Delivers Significant Cost savings
The Office Depot® North American Business Solutions Division manages over 20 million customer interactions annually across 34 contact centers, on four continents, with more than 3,000 agents providing customer service to their business customers. Several years ago, it was a challenge for headquarters to manage and control performance globally due to a lack of central visibility over operations. Their size and distributed structure resulted in inconsistent performance management and reporting from site to site.
The Cisco© Customer Journey Platform transformed their customer service with cloud contact center routing across sites, providing Office Depot® with global contact center performance management with centralized analytics, queuing, routing, recording, and monitoring across all customer service centers. Rolled out in less than 90 days, Office Depot achieved a dramatic reduction of call abandons, considerably lowered the speed of answer, and continues to see significant cost savings.
For more details, read the complete Office Depot case study.