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Enhancing customer experience (CX) has always been high on the agenda for the multi-award winning car park operator. And they didn’t let the impact of this unexpected event throw their contact centre into chaos.
The BBC Studios team needed to deliver multiple projects which meant they needed to be able to quickly add and configure new contact queues, using a centralised ACD (Automated call distributor) platform enabling them to operate within tight timescales.
Frustrated with relying on external resources for technical developments on tasks which they didn’t deem to be particularly challenging, with results slower and not always in line with their requirements, HTB felt they could build and manage the systems they needed better themselves.