With its growing customer base and range of services, VodafoneZiggo – a leading Dutch cable operator that provides fixed, mobile and integrated communication and entertainment services to millions of residential and commercial customers – was dealing with massive call volume and a high technician dispatch rate. The company recognized that in order to continue to provide quality customer care, it would need to find a way to increase its First Contact Resolution (FCR) rate while boosting customer satisfaction.
Download this success story to discover how VodafoneZiggo achieved significant improvements across all core KPIs by deploying TechSee’s Visual Assistance platform in its contact centers, in partnership with Accenture. You’ll learn how the company improved its FCR rate and reduced technician dispatches by 26%, significantly lowering its cost to serve. You’ll also find out how the technology has helped VodafoneZiggo boost its customer satisfaction rate with a 10-point increase in NPS.