Customer Contact Center The Real People Behind Customer Service

Case Studies

LINKEO 3C | MAKING GREAT EXPERIENCES HAPPEN

Operating Model + CX Insights + Technology = Accelerated Outcomes

Our strengths

Recruiting

Recruiting

Onboarding

Onboarding

Training

Training

WFM

WFM

Tools & Technology

Tools & Technology

+

Customer Experience Insights

Eliminate Calls

Eliminate Calls

Reduce Effort

Reduce Effort

Drive Revenue

Drive Revenue

Improve Satisfaction

Improve Satisfaction

Reduce Waste

Reduce Waste

Accelerate Loyalty/Advocacy

Accelerate Loyalty/Advocacy

=

Innovative Technology

	Unified Agent Desktop

Unified Agent Desktop

Omnichannel Technology

Omnichannel Technology

Improved Self Service

Improved Self Service

Digital Engagement

Digital Engagement

Customer Interaction Hub

Customer Interaction Hub

Knowledge Management

Knowledge Management

The payoff is significant

ELIMINATE
calls

By identifying opportunities to automate proactive communication to targeted customers, we
reduce call volume

REDUCE
effort

By isolating and correcting agent-controllable root-causes that drive avoidable repeat calls, we
improve FCR
First Contact Resolution

DRIVE
revenue

By identifying specific agent behaviors that are linked to higher conversion rates, we
increase the average revenue per call

IMPROVE
satisfaction

Linkeo’s unique approach to performance optimization
improves CSAT
Customer Satisfaction

REDUCE
waste

By designing a new call flow for high-volume password reset contacts to
reduce AHT
Net Promoter Score

ACCELERATE
loyalty

Through ongoing root-cause analysis to optimize the call experience and drive
NPS improvement

Expectated SLAS

SERVICE LEVEL

ABANDON RATE

FCR
First Contact Resolution

COST TO SERVE

CSAT
Customer Satisfaction

Detailed exploration

Detailed exploration to determine where improvement opportunities exist

Partner

Partner with YOU to make recommendations and quantify improvements

support

Leverage Voice Of Client for support

Up to 25% reduction in time to proficiency

Up to 10% reduction in AHT

Up to 10% improvement in Customer Effort Score

Learn more

about our outsourcing offer