Tuesday, 21 November 2017

WGBH boosts customer experience with NewVoiceMedia

NewVoiceMedia
Tuesday 13 January 15

NewVoiceMedia, a leading global provider of cloud contact centre solutions, has helped transform WGBH’s call centre operations; elevating its customer experience and boosting member engagement. With NewVoiceMedia’s ContactWorld for Service technology, agents at the Boston-based public media powerhouse have greater access to customer data and increased flexibility of handling and routing calls so they can deliver enterprise…

NewVoiceMedia, a leading global provider of cloud contact centre solutions, has helped transform WGBH’s call centre operations; elevating its customer experience and boosting member engagement. With NewVoiceMedia’s ContactWorld for Service technology, agents at the Boston-based public media powerhouse have greater access to customer data and increased flexibility of handling and routing calls so they can deliver enterprise-level customer communications that foster customer loyalty.

WGBH delivers educational content, and as a dual licensee it provides the New England region with both PBS and NPR content, operating 11 TV stations and three radio stations. As a non-profit organisation, it relies heavily on donor support and maintaining a close relationship between the brand and its 120,000 members. WGBH chose NewVoiceMedia’s ContactWorld for Service to truly engage its community.

“People have a very close relationship with the WGBH brand, and want to have a dialogue with us. We needed to find a more efficient way of handling incoming calls – better segmenting and routing to improve agent productivity and member engagement”, said Becky Levy, associate director, member services and development operations at WGBH. “We had a vision of what could be done, but lacked the right technology. ContactWorld offers us everything we need so that we can best respond to and engage with our community. Furthermore, NewVoiceMedia was involved every step of way, helping us implement a solution that solves our key pain points”.

Previously, WGBH had an impersonal and complex IVR for call routing. With NewVoiceMedia it now has the ability to personalise engagement based on Salesforce data and automatically route each call to the most appropriate available agent, improving the experience for members, prospects and agents. In addition, NewVoiceMedia’s cloud infrastructure provides WGBH with the flexibility to quickly and easily modify routing rules which reduces IT costs and offers a reliable disaster contingency plan by enabling agents to work from any location or phone.

Within the first six months of implementing NewVoiceMedia’s technology, WGBH has experienced impressive business results. ContactWorld for Service’s reporting system has helped WGBH better forecast call volumes and allocate the right number of staff when needed. Additionally, its real-time reporting has improved team performance.

“WGBH is in the loyalty-building business and demands technology that can deliver on that need. We are delighted that the company selected our ContactWorld for Service solution to transform its call centre operations and elevate the customer experience”, said Jonathan Gale, CEO at NewVoiceMedia. “Our technology provides WGBH with the resources it needs to build a more personalised customer relationship, while securing its future as the largest membership organisation in New England”.


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