INDEX
jHpDVu
jHpDVu
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MULTICHANNEL<br />
CONTACT CENTER<br />
Chalenge Implementati Results<br />
FIVE<br />
PROJECTS 114<br />
CATEGORY<br />
STRUCTURE<br />
TEAM MEMBERS<br />
LUIS FERREIRA<br />
ANA VENTURA<br />
JOANA RIBEIRO<br />
MARGARIDA FRANCISCO<br />
SANDRA MOITA<br />
SUSANA MATEUS<br />
The development and<br />
implementation of a new<br />
multi-channel solution<br />
in the Contact Center.<br />
Integration of all customer<br />
contacts, record of all contacts<br />
and typology, record of the history<br />
of all contacts, building service<br />
scripts and data collection and<br />
more efficient management<br />
of resources and queues.<br />
INCREASE IN THE NET PROMOTER<br />
SCORE (2 ND TRIMESTER 2016 VS 1 ST<br />
TRIMESTER 2014)<br />
+20%<br />
INCREASE IN THE FIRST CALL<br />
RESOLUTION (2 ND TRIMESTER<br />
2016 VS 1 ST TRIMESTER 2014)<br />
+15%<br />
ANSWERED CALLS<br />
(2016 VS 2014)<br />
+3.1%<br />
COST REDUCTION<br />
(PER YEAR)<br />
-41K€<br />
RETAIL BOOK of INNOVATION 2016
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