Challenge: Customer Experience Improvement
An American cable television company serving areas surrounding New York City was facing new competitors eating into its market share with extremely low pricing. At the same time, both the company - and the industry overall - ranked near the bottom in Net Promoter ScoreTM (NPS®) and customer experience (CEX).
In response, the company's CEO created a new strategy to compete based not on low cost, but on customer experience. The new approach researched the NPS of top brands outside the cable industry and challenged management to match those; to lead in delivering truly world-class customer service. Their plan specifically called on Qualfon's contact center and front-line agents to make significant advancements.
Partnering with Qualfon to manage the quality of the CEX and deliver world-class service, Qualfon was asked to listen to customer feedback and turn customer-intelligence data into a tactical plan to increase NPS. This would be done by enabling contact center managers, supervisors, and agents to more effectively respond to customers' wants and needs.
