Case Study: EE

CUSTOMER PROFILE

CHALLENGE

EE’s ambition is to become the UK's most personal, customer-focused brand. To do this, they wanted to focus on a number of initiatives to improve the customer experience. This included driving down serious escalations and complaints, improving the experience their customers receive when they call in and offering the most personal sales experience. All of this had to be achieved whilst maintaining a focus on regulatory and internal compliance measures.

SOLUTION

EE upgraded to Interaction Analytics and began implementing initiatives to understand a variety of issues. This included uncovering better coaching opportunities for sales agents, tracking fraud patterns, ensuring regulatory compliance, experimenting with sentiment as a quality KPI and supporting agents in dealing with difficult call scenarios around domestic violence and poverty.