An optimized call center is critical to this global pharmaceutical company’s infrastructure and capabilities—so when upgraded software adversely impacted the call center’s ability to function, Veracity stepped in to figure out how to get them back on track.
To create impact, we needed to gain a deep understanding of user experiences within their global services call center and transform user fatigue to user satisfaction. By combing a variety of research and design-thinking methods, we identified specific pain points and crafted robust recommendations that utilized the latest Genesys platform upgrade to introduce new efficient features across the board. The result? A seamless implementation that improved internal communication, customer satisfaction, loyalty and retention—improving the call center experience for all and driving business success.