Case Study: Virtual Program Launch
We transitioned an on-campus customer service program launch for a new retail partner into a 100% virtual launch in one week, after original implementation plans were disrupted by the global pandemic of COVID-19.
Throughout this transition, we leveraged key considerations such as culture, training, structure, and creativity, to deliver fast execution of our Intouch@Home solution. Some highlights from the first few weeks of the launch include:
- High Agent Retention
- Service Level Normalization
- No Calls in the Queue
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