Customer Support Services White Papers
Co-Operative Group Re-Launches Membership Using Single View of Members to Deliver Information-Driven Service
Overview Co-operative Group wanted to automate contact center operations for new group-wide membership scheme that handles 15,000 calls per week and processes up to half a million applications each year and create an integrated, real-time view of each caller's membership level and transactions with the group's businesses. The challenge was to maximize the productivity and effectiveness of 80 contact center agents and optimize cross- and up-selling opportunities and provide members with 24/7 self-service capabilities. Co-operative Group used Oracle TeleService to automate telephone, email, and Web requests to the first available agent to accelerate response and created up-to-date record of each member or prospective member's details and past transactions with the group's businesses in Oracle Customer Data Hub and made it available to agents.
| Publisher | Oracle | File Format | |
|---|---|---|---|
| Date Published | June 2007 | ||
| Format | Case Studies | ||
| Topics | |||
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