This case study describes how NSD, a U.S.-based logistics and delivery company, reduced costs and improved customer experience in its contact center through automation and self-service. NSD provides delivery, installation, assembly, and reverse logistics services to major retailers and manufacturers. Its contact center agents were overwhelmed by high call volumes, resulting in long hold times and customer frustration. The existing system was inflexible, lacked automation and IVR capabilities, and required costly vendor support even for minor changes. By modernizing its contact center with automation and self-service solutions, NSD eased agent workload, improved responsiveness, and achieved annual savings of $730,000 while enhancing overall service quality.

Join for free to read