Case Study: SiriusXM Canada improves customer satisfaction with Lumenore

Driving Customer Satisfaction for Canada’s Top Entertainment Company

SiriusXM Canada, a leading entertainment company, sought to improve operational efficiency and customer satisfaction. Their contact centers relied on manual reporting, which led to errors, delays, and an inability to identify areas for agent improvement. To overcome these challenges, they partnered with Lumenore for a performance management analytics solution.

Lumenore implemented a solution that integrated data from multiple sources into consolidated KPI dashboards, providing real-time visibility into agent performance. This enabled SiriusXM Canada to target specific concerns like call handling time and take remedial actions. The solution helped over 600 agents and supervisors, leading to a measurable increase in their customer satisfaction (CSAT) score through data-driven improvements.

SiriusXM