A multi-national energy company with over 10,000 employees recently engaged with Actual Experience to understand the impact its digital technologies had on employee's home working experience - with particular focus on contact centre staff who are striving to deliver the same quality of customer service whilst working from home.
This is particularly relevant given the dramatic changes to working practices since the start of the COVID-19 pandemic. The client had an urgent need for a consistent and reliable data-set. That would feed into a continuous improvement process to ensure the right support and resources were focused on the individuals and parts of the business in need the most.
Actual Experience worked with the client to deploy collector agents across the varying networks and technologies used by thousands of contact centre employees, analysing their home working environments and reporting on the experience of business critical applications.
In four weeks an initial assessment report was developed with insights and recommendations that enabled the client to:
The report also prioritised resource allocation and gave recommendations to improve operational efficiency by focussing efforts on application and broadband performance.
The client identified the projects and individuals needed to deliver the most significant improvement to reduce the digital equality gap as well as recover operational efficiency.
Consequently, they are now undertaking a Continuous Improvement Process. Here, they would re-assess the efficacy of the improvements and consequently recommend further improvements until maximum operational efficiency has been achieved.