“The combination of a number of different, unsupported ACDs and no formal planning approach meant that, while we were still delivering satisfactory call handling times, we were inefficient in our staffing plans. We therefore took the decision to implement a new infrastructure including a cloud-based telephony platform overlaid with an …
"I knew that Bright could give us access to insights almost instantly that would help us prioritise our efforts for our colleagues and associates during rapid growth."
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