Enhancing Customer Experience at Coca-Cola Bottlers’ Sales
Transforming Customer Experience at Coca-Cola Bottlers’ Sales
Coca-Cola Bottlers’ Sales and Services (CCBSS) has embarked on an exciting journey to enhance both customer and employee experiences through cutting-edge technology. By leveraging the Genesys Cloud platform, CCBSS is not just adapting to the digital age but is laying the groundwork for a more connected and effective operational framework.
The Role of Genesys in the Transformation
The transition to the Genesys Cloud platform symbolizes a significant shift in how CCBSS manages its customer interactions. This innovative cloud solution enables the automation of service processes, greatly improving the efficiency of customer service agents who handle millions of interactions each year. With Genesys Cloud, CCBSS can offer timely resolutions to sales orders, billing inquiries, and technical support, thereby ensuring customer satisfaction remains at the forefront.
Empowering Employees with Advanced Tools
According to Nicole Thomas, Vice President of the contact center at CCBSS, the organization aims to create a contact center that not only serves customers effectively but also provides growth opportunities for employees. This transformation is focused on building a workspace where employees can thrive with advanced tools and support, ultimately leading to excellent customer experiences.
Virtual Support through Augmented Reality
Integrating augmented reality into the Genesys Cloud platform allows CCBSS agents to visualize customer issues in real-time. For instance, when technical problems arise with beverage machines, agents can see exactly what the customer sees and guide them step-by-step on how to fix the issue. This innovative approach not only improves resolution times but also enhances customer engagement.
Improving Operational Efficiency
By collaborating with Help Lightning, a tool integrated into Genesys Cloud, CCBSS has successfully increased its operational efficiency. This partnership has resulted in a notable decrease in the need for onsite visits by technicians, allowing the company to save on costs and allocate resources more effectively. With these advancements, CCBSS has redefined the customer service experience.
Enhancing Communication with AI
The integration of Genesys Dialog Engine Bot Flows has revolutionized how CCBSS interacts with its customers. By employing an advanced voicebot capable of determining caller intent with over 80% accuracy, CCBSS ensures that customers are directed to the appropriate agents swiftly. This improvement has led to enhanced first-contact resolution rates, further solidifying CCBSS’s commitment to service excellence.
Building a Future-Focused Workforce
The workforce engagement management capabilities of Genesys Cloud are pivotal in elevating employee experience at CCBSS. Agents now enjoy features such as real-time performance tracking and streamlined communication through the Genesys Tempo mobile app. This transparency fosters a positive work environment and boosts employee morale immensely.
Conclusion
The strategic partnership between CCBSS and Genesys represents a forward-thinking approach to customer service in the beverage industry. With technology as a cornerstone of its strategy, CCBSS is poised to redefine customer engagement through innovative, personalized experiences. As the company continues its digital transformation, its commitment to enhancing both customer and employee experiences remains unwavering.
Frequently Asked Questions
What technology is CCBSS using to improve customer experience?
CCBSS is utilizing the Genesys Cloud platform to enhance its customer interactions and streamline service delivery.
How does augmented reality benefit CCBSS?
Augmented reality allows agents to visually assist customers in real time, improving resolution times and customer satisfaction.
What improvements have been made in employee experience?
The introduction of the Genesys Cloud WEM capabilities has provided agents with greater visibility into their performance and enhanced communication tools.
How does the voicebot function at CCBSS?
The voicebot accurately identifies caller intent over 80% of the time, enabling quicker connections to the right agents.
What is the ultimate goal of CCBSS’s transformation?
CCBSS aims to create a more innovative, flexible, and efficient customer service experience while supporting employee development.
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