Software
Software publishers face many familiar challenges in providing contact center services: increased competition, a diverse customer base, and complex products. Customer service is often the primary differentiator for these companies.
Stream's extensive experience in software support gives us a detailed understanding of the products themselves and software customers' needs. Stream supports a range of software including office productivity suites, operating systems, financial applications, PC security, design and imaging programs, and more.
For a global software client, Stream identified operational adjustments to reduce average handle times (AHT). We identified multiple opportunities for AHT reductions, including individual improvement plans for support professionals with high handle times, and a strategy for lowering wrap times across the board. The final result was a 27-percent overall reduction for AHT in the Americas.
For this global client, Stream reduced its overall handle time in the Americas by 27 percent while meeting quality and customer satisfaction goals.