GOVERNMENT USE CASE
How eMite helped a legal services provider to:
Optimize IVR Call Flows
Improve The Customer Experience
Protect Thousands In Revenue
This client is a nonpartisan, nonprofit organization, which enlists various resources and leaders to combat inequalities and discrimination experienced by minorities such as voting rights & election protection. The criticality of these services requires a contact center with the ability to quickly address and resolve a wide range of issues from callers in all 50 states.
This is an example of a contact center with unique reporting requirements that need custom filters such as Location, State, Wrap-up Type, Call Type, Call Volume, & Aggregate Totals
” Without the ability to filter the “State” of the caller, contact center performance began to decline as resources became inundated with transferring calls to the correct places. ”
The workforce management (WFM) team at this Legal firm faced unique challenges with a new remote workforce and the anticipated record voter turnout for the 2020 election. The team had to quickly brace for the rapid increase in call volume as the election approached. In addition, this client needed the ability to quickly help callers from individual states with specific voter needs. Without the ability to filter the “State” of the caller, contact center performance began to decline as resources became inundated with transferring calls to the correct places.
This challenge required the ability to filter and slice their contact center data by custom fields that are not available within the Genesys native reporting.
Due to the various ways that individual states handle their specific voter needs, it was critical that the contact center data be presented and filterable by the individual “State”. eMite was able to meet this need with the ability to capture and create custom filters and KPI’s using raw data interactions from Genesys Call Segments.
By combining virtual members, member groups, and custom filtering targets eMite provided the unique capability to roll up raw interaction details by location, state, wrap-up type, call type, and see both aggregated totals as well as have access to the raw interactions via easy to use drill through data blocks.
By using eMite, the team now has the ability to create detailed call flows and identify callers by custom fields (i.e. state/call type/etc.) These unique capabilities helped to improve operational performance as agents became equipped with the right information to provide a positive experience that promotes loyalty, helps to retain clients, and encourage brand advocacy.
By using custom filters and raw interaction data, eMite was able to solve critical data processing issues that dramatically improved:
- Agent performance
- Customer experience (CX)
- Resourcing decisions
- Operational efficiency
- Ultimately helped the contact center to handle the surge in call volume with grace and agility
” Our previous system provided inconsistent and inaccurate data. eMite gave real-time insights, allowing us to fix any problems before they escalated. “