Innovation
Innovation is crucial to the continuing success of any organization and a necessity for improved productivity, reduced costs and increased competitiveness.
Digital Ear
A first in Canada, implement Digital Ear application software that uses the tablet's microphone earpiece to record the engagement between an infield agent and the customers they engage.
The main benefits of Digital Ear include:
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90% Lift in Quality Control: increase the agent's positivity, professionalism and enthusiasm in conversations with consumers. Provide a training tool to coach and guide new and struggling agents.
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100% Lift in Compliance: comply with all applicable laws and regulations by ensuring agents always disclose Terms & Conditions and relevant product disclosures.
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80% Lift in Sales Volume: increase the Sales Per Hour (SPH) by removing low-performing agents and retaining high-performers
Trakstarr
Introduced and implemented the Trakstarr Meraki application system for retail programs. The Meraki app uses each customer's cell phone signal to track customer traffic and movement, the length of time customers spend in a particular area (by date and time), and transforms the data into valuable insights to streamline operations and drive sales.
Meraki analysis resulted in agent schedule optimization by minimizing store operational costs by 35%, and optimizing the number of required staff per day of the week and time of the day -- maximizing sales volumes by 27%.
