Transforming reporting at a major retailer

  • We delivered improved training and focused coaching

  • 40%

    reduction in effort associated with generating reports

How we helped

While our client knew what was going on in its stores, it had very little insight into its contact centre. It wasn’t able to predict volumes or customer behaviour and couldn’t quantify reasons for calls. That, in turn, meant that it had no knowledge on which base efforts to improve the customer experience. We created a range of reports that deliver actionable insights.


Our dedicated project owner worked with the client team to identify key use cases and themes; the reports produce easily consumable data and insights. Frontline teams can use them to take immediate action; the same reports also support improved training and focused coaching. Further, we’ve reduced the effort associated with generating reports by around 40%.

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