Canadian communications & media giant Rogers began a long-term initiative to improve customer service by examining the digital tools used by internal reps when working with customers both via the call centre, and in retail locations.
A major component of this initiative involved examining antiquated software systems to determine which features and tools should be integrated into a new system, and which could be decommissioned.
The solution was a a fully integrated experience that empowered reps to alter their interface to view data from the customer’s perspective resulting in a more efficient and user-centered service model.
