Case Study: Talk Me Through It achieves more accurate, efficient contact centre performance with Node4 Webex

TMTI reduces average answer time by 27% with Node4 Ltd

Talk Me Through It (TMTI), a returns prevention company providing customer support for major retailers, faced challenges with its previous contact center solution, including inaccurate reporting and analytics that skewed performance data. This made it difficult to manage service levels across their multiple clients. They partnered with Node4 to implement a new Webex contact center solution.

Node4 deployed a fully integrated Webex contact center that provided TMTI with accurate, detailed reporting and seamless integration with their existing IT infrastructure. The solution led to a 27% reduction in average answer time, an 18% cut in average queue time, and an eight-second reduction in average wrap-up time. Node4's ongoing support also paved the way for future AI implementation, giving TMTI greater control, efficiency, and significantly improved customer service standards.

Talk Me Through It (tmti)