Case Study: CES achieves agile, 24/7 customer service with contactSPACE

How CES provides incredible customer service, while maintaining agility in periods of growth – with contactSPACE

CES, the organization servicing Queensland's Containers for Change recycling scheme, faced the challenge of managing a massive and complex influx of customer inquiries from a rapidly growing network of refund points. They needed a highly available, agile contact center solution that could provide fast, accurate responses to a wide variety of queries and seamlessly scale to support ongoing growth. They turned to the vendor contactSPACE for its contact center solution.

contactSPACE provided a flexible and easily integrated solution that eliminated operational complexity. The platform's customizable interface, effortless reporting for quality assurance, and real-time performance dashboards allowed CES to train agents quickly and continuously optimize their workflows. As a result, CES seamlessly managed the scheme's expansion to over 300 refund points, providing 24/7 support and ensuring no customer inquiry was left behind, all while maintaining exceptional customer service.

CES

Paul Ho

Contact Centre Operations Manager