These millions of customers have many ways in which they can choose to contact Asurion, from text and SMS to voice calls or via the website, and this means the company must effectively manage the exponential growth of valuable customer information collected across multiple channels. Only by conducting analysis of rich, unstructured data and discovering insight at big data scale can all of this behavioral information be mined to support improved customer service and future business growth.
“Asurion partners with leading wireless companies, retailers, and cable and satellite providers to protect millions of consumer devices and ultimately to keep them connected, and our call centers are a big part of keeping our customers connected,” says Kathleen Drea, technology leader, Contact Center and Supply Chain Product Solutions at Asurion. “The contact center is where the culture of Asurion lives and breathes. It is one of our most important touch points with our customers.”
Asurion recognizes that delivering premium customer service is a powerful competitive differentiator and that the performance of its contact centers is crucial. This means streamlining the way it handles and uses data, working to better understand calls and get to the insights that will improve customer service and drive the business forward. It also needs to constantly evaluate and improve the activities of its contact center agents to ensure their efficiency and streamline customer interactions to gain maximum value from this core resource.
Process automation and constant analysis
To achieve these goals, Asurion chose the Qfiniti and Explore software. Qfiniti is a modular workforce optimization solution providing enterprise contact centers with call and screen recording, workforce management, quality monitoring, liability recording, coaching, eLearning and surveying in the modern contact center.