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Session Code: BRE1780
Presenter(s): Jerry Campbell
Company(s): 7 Eleven
Abstract: 7-Eleven selected Customer Service Management for customer service/Voice of the Customer workflow processes. Prior to implementation, all customer service cases and experience survey feedback were funneling through one intake method with no distinguishable flag separating the two. This resulted in delayed customer outreach & resolution, low servicing satisfaction, and high cost of servicing. Post-implementation, quality of service has improved, root causes are identifiable, and continuous improvement has occurred, resulting in case volume decreased by 93% (actionable case identified) and a 205% increase in case resolution rate. Attend this session to learn how this was possible.
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