CUSTOMER STORY
THE BACKSTORY
A High Stakes Customer Experience
A true market-leader in a resurgent international tourism industry, this leisure airline and travel services provider serves millions of customers each year.
Headquartered in North America and operating globally, the organization is comprised of thousands of tourism service providers, including multiple airlines and thousands of hotels, all of which are managed by over 5,000 employees across nearly 20 business units. It is one of the the largest travel agency networks in the world.
Consistently voted one of the world’s best airlines in the leisure category, the organization strives to exceed customer expectations throughout every stage of their travel journey – which includes communication across all channels before, during, and after their trip or stay. The company’s high customer satisfaction ratings are extremely important to the retention and acquisition of new customers and travelers, which is why contact center performance is of Board-level importance to the enterprise.
THE CHALLENGE
Avoiding Data Confusion and Misalignment Across the Enterprise
Given the importance of the customer experience to the company’s bottom line, company leadership and the Board require regular reports on global contact center performance.
Prior to emite, in order to generate reports for leadership, contact center and workforce management (WFM) teams were relying on the extensive dataset available via the company’s current Genesys reporting environment. The various business units and teams tasked with generating reports for management were producing various reports that used different calculations and datasets, which meant that no two reports were speaking the same data language.
When management teams met and discussed the data presented by their respective contact center and WFM teams, they often found misalignment on the information that was being reported. This confusion and misalignment over the data caused friction across the business units and frustration from company leadership who needed to trust the data and the reports being presented. The lack of alignment and trust in the data became a business-critical issue.
Leadership needed a solution and they needed it quickly.
The solution would need to meet several requirements:
- Management required more visibility into the contact center performance data and one single source of truth that they could rely on
- The data would need to be accessible to both global management and the different business units throughout the company in order to streamline the information in a consumable manner
- Data would need to be available in near real-time so company leadership could have a constant pulse on the health of the contact center and so teams could immediately address any issues that could negatively impact performance
- The solution would need to be flexible and scalable in order to meet the constant growth of the company’s agent count and an ever-evolving tech stack
- The solution would need to fit seamlessly with the current Genesys platform while remaining flexible if the organization ever migrated platforms or introduced multiple contact center platforms into the enterprise via acquisition or expansion
THE OBJECTIVE
Getting Global Business Units Speaking the Same Language
emite, Inoria, and the company’s CX stakeholders had a common objective: create dashboards and reports that are easy to produce, simple to consume, and that all speak ‘apples to apples” on data.
A successful solution required a global strategy that would align various management teams and CX stakeholders around common goals, KPIs, and expectations for CX and contact center reporting. Because misalignment around data was the problem, it was critical for all stakeholders to align on the unique requirements of each business unit and the requirements of the overall organization in order for emite to generate the data and the reports that would satisfy the immediate needs of the business while also being able to scale and adapt to future changes in reporting requirements, organizational growth, and changes to regional or global technology infrastructures.
Because customer experience sits at very heart of the company’s global business strategy, the CX reporting and insights solution would be a longterm investment. The impact this solution would have on the organization required expert collaboration between emite and Inoria to provide the recommendations, the strategy, and ultimately – the solution.
GLOBAL ALIGNMENT
A Single Source of Truth for CX Data
After evaluating several other solutions, Inoria identified emite as the best-fit solution to help solve the problem of contact center reporting challenges and data misalignment across the enterprise.
emite was chosen because the platform allows users the ability to quickly turn a requirement or concept into reality when it comes to leveraging data into actionable intelligence. The platform isn’t just a dashboard reporting tool, it’s a powerful tool that allows user to meet immediate business needs and provides the data that everyone within an organization should be aware of.
Since its implementation, emite continues to play a key role in the day-to-day operations of the business. Contact center leaders, WFM teams, and company leadership rely on emite for the creation of reports and the delivery of key CX information.
emite has not only satisfied management’s requirement to provide a single source of truth for disparate sources of contact center data, but access to the highly visual emite dashboards has enabled the organization’s leadership and CX stakeholders to easily identify valuable business trends, track agent performance progress, properly staff and train agents, and maintain the exceptional level of customer service that has kept them at the top of their industry.
Some of the key business outcomes since working with Inoria to implement emite include:
- Multiple dashboards were created to meet the unique reporting requirements for each business unit, providing the ability to analyze the contact center on an extremely granular level or roll-up to big-picture reporting
- Intraday reports were created for the various skills, allowing center management to see agent performance trends in near real-time
- ‘Detailed Workgroup’ reports show progress for the day, month to date compared to historical data, which is critical when analyzing and continuously improving the performance of the contact center during peak times of the year
- ‘Agent Performance Reports’ were created to track agent performance and progress, both current over historical periods. This report is vital to the proper training, resourcing, and staffing decisions made across the business
- ‘Supervisor Performance Reports’ were created to roll-up of the agent reports, which are used at the executive level to assess leadership performance across the globe
- Custom reports to track escalations and support-type interactions help contact center and WFM leaders identify any technical or performance issues in near real-time, understanding that any downtime or support issue trends can negatively impact the customer experience and the business
THE RESULTS AND BUSINESS OUTCOMES
Showing the Contact Center’s Impact on the Business
EXPERT INSIGHTS
When Expert Service Partners and Best-in-Class Technology Solutions Collide
As solution partners, Inoria and emite worked hand-in-hand to solve an incredibly high-stakes and complex reporting issue that was having a daily impact on one of the world’s largest travel service providers.
We have found that large, complex organizations often have challenges when it comes to unified data and reporting, especially when different brands, geographies, and business units are involved.
- emite helps bring disparate sources of data together in a way that is simple to consume
- Real-time insights via dashboards can show a constant pulse of a contact center, whether you want to zoom into a single agent or zoom out to see how the entire globe is operating
- Reports generated using emite can fit the needs of virtually any business architecture with the ability to drill down to a analyze a specific KPI, the performance of a single agent, understand how a specific region is performing, or show insights on a global level
At the end of the day, the only way to understand how your contact center is performing is reliable data.
“The contact centre is a treasure chest of information about the way current customers and potential new customers feel about your brand, which can have a significant impact on your bottom line.”
Additional Benefits
Complex Enterprise Reporting
emite is designed to meet today’s data hungry business demands and enable true business agility from cloud solutions, even in the most complex, cost and security conscious environments. No more bottlenecks waiting for resource constrained teams. Get the data you need, how you need it, flowing from new cloud applications with ease.
Faster Time-to-Insight
With emite, you can deliver insights rapidly, not only after you create the integration but including the time to configure the integration too, ensuring you gain value from the platform and the many other cloud platforms you invest in faster.
Data Distribution
Share data insights between business functions, share data with lakes and warehouses to ensure maximum value is extracted across the business, automate distribution of insights and data to support high velocity modular data architecture.
Reduce Complexity
Traditional data models are notoriously complex and starting to creak at the seams with modern data requirements. emite is the next evolution in this trend helping to reduce workload on BI/MI teams with easy, intuitive tools to effectively manage data for the enterprise.
Improved Agent Retention
Agent attrition can be costly and can also lead to poor customer experiences due to agent turnover. Access to real-time and historical agent performance data and sentiment analysis will help with agent retention and training.
