Case Study: Major Unified Communications Provider improves customer experience with CSS Corp

Robust KB management and process optimizations drives customer experience for major unified communications provider

CSS Corp worked with a Major Unified Communications Provider, a subsidiary of a global technology conglomerate offering on-demand collaboration, online meeting, web conferencing, and videoconferencing services. The customer was struggling with around 16,000 support calls per month, driven by poor call flow, high abandonment and hold rates, and weak information management that hurt issue resolution.

CSS Corp implemented a three-part optimization program covering knowledge management, agent learning, and call flow improvements. The solution included a knowledge base with better search and reuse of information, stronger technical and soft-skills training for agents, and streamlined ticket routing and quality monitoring; as a result, average handling time improved to 14.3 seconds, Net Promoter Score rose to 48%, and task change request rates increased to 92%.