“With the unprecedented increase in call volumes relating to service enquiries or product-based questions, our retail customer had to quickly source additional agents from other areas of the business to …

“With a high agent turnover, many financial contact centres found that their hiring and onboarding costs were not yielding the desired return on investment.”

“Awaken Scripting provided intelligent agent guidance capabilities, so that agents could be presented with the information they needed, exactly when they needed it, reducing call handling times and increasing capacity.”