flex Archives - Arise

Inventory Service to Count On

David Williams — Tue, 19 Dec 2023 20:27:42 +0000

Inventory service
to count on

completion within allotted timeframes
(48% done as urgent requests)

0 %

No Show Rate
Over Six-Month Period

“A HUGE thank you to ‘team ARISE’ for stepping up to the plate and being there for CHEP when called upon without much notice. All your time, effort, and collaboration allowed this very large audit to be successfully completed and I just wanted to acknowledge that!” - CHEP

Challenge

Solution

Challenge

The largest provider of pallet and container pooling services had an urgent count request that could not be effectively completed by their existing vendor partner. Because of this vendor’s shortfall, a reliable partner that could be both consistent in its efforts and flexible enough to meet unexpected demand became an imperative. The partner also had to be proactive with feedback.
Solution

Aligned Service Partner support with the client’s inventory needs, addressing planned spikes, without impacting quality.
Conducted process audit and uncovered challenges in proactive response and or effective client customer communication.
Created a DC response survey to assist with timely audit services completion within the given timeframe.
Built “Auditor Touchbase,” an onboarding and relationship fostering system to help track, monitor, and effectively select the right people for each count location.
Created an external client drive to store and share all required data collection items with the client.

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

The post Inventory Service to Count On appeared first on Arise.

Delivering an Urgent Response

Tone Stray — Thu, 14 Dec 2023 15:10:24 +0000

Delivering an
Urgent Response

ASA

0 %

Monthly Attrition Reduction

0 %

Avg. Quality Rating MoM

“These agents sound better than some folks that have been doing this for a year! We would never have guessed some of these agents have only been on the phones for two weeks.”

Challenge

Solution

Challenge

In winter 2023, the world’s leading digital roadside assistance platform, was challenged by recent cut-backs and budget constraints. Not wanting to end its existing contract with Arise and the high-quality support being delivered to its 200,000+ drivers across America or move its contact volume to a next best provider in Columbia, the client enlisted Arise’s creative solutioning to uncover a more cost-effective alternative to the current onshore offering.
Solution

Engaged inter-departmental resources to discuss game plan and ensure no gaps.
Leveraged network of more than 2,000 GigCX service partners in Jamaica to source 73 FTE.
Delivered certification for two lines of business, one being 15 days in length, the other 17 days in length with Best Start included.
Scheduled agents in 30-minute increments using the Starmatic Scheduling System, providing extreme flexibility as needed.
Provided robust, 24/7 support services to ensure the
highest level of quality.

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

The post Delivering an Urgent Response appeared first on Arise.

What’s driving down the labor force participation rate?

Tone Stray — Thu, 30 Nov 2023 17:31:44 +0000

What’s driving down the labor force participation rate, particularly in relation to Contact Center, and what are organizations doing to meet the challenge?

Uncovering radical new innovations for CX capacity planning, utilization and flex with CCW Digital and Arise Virtual Solutions.

02.35 min

Brian Cantor
Principal Analyst & CCW Digital Director

The post What’s driving down the labor force participation rate? appeared first on Arise.

Flex Capacity Saves Home Security Client Client

Tone Stray — Wed, 01 Nov 2023 19:02:54 +0000

Home security client dodges customer service disaster with Arise’s flex capacity

0 %

capacity flex on The Arise® Platform

0 %

service hours above forecast delivered

0 %

NPS goal delivered

Case Study Background:

For a major home security client, April 2022 was shaping up to be a dangerous month. This security leader’s traditional BPO partners were struggling to deliver the needed live agent capacity which meant customers were likely to be abandoned and revenue opportunities missed.

Ninety percent of all Americans say that customer service is a key factor in their decision to do business with a company, meaning this impending CX struggle could have a long-term impact on customer growth.

Use case #1

Gig-CX capacity flexes up to 110%, keeping client’s service “afloat”

Challenge

Solution

Challenge

Thirty-three percent of all customers say they’ll go to a competitor after just one poor experience with customer care, making being there for your customers essential in today’s fiercely competitive landscape. Adding to this pressure, the labor shortage makes meeting CX goals even more difficult. Because the BPOs were unable to meet their agent staffing commitments, this home security giant was left with insufficient capacity to meet their CX goals in April 2022.
Solution

Facing the potential of failing their customers due to lack of adequate service, this home security leader turned to The Arise® Platform and the flex capacity model to resolve this dilemma. The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70k highly capable service partners who can provide high-quality care while improving productivity and efficiency.

Because the network of Service Partners using The Arise® Platform is so broad, Arise is able to flex up to 200% intraday and up to 600% seasonally to give CX organizations the capacity they need on-demand to deliver great experiences for their customers.

Result

The power of The Arise Gig-CX Platform allowed this client to quickly flex capacity to 110% of their initial April forecast so they could meet their service SLAs.

Arise’s flexibility and speed of deployment caused the director of vendor ops to state, “Arise was the only thing keeping our Billing LOB afloat.”

Use case #2

Highly capable service partners on the Arise network reduce AHT by 11%

Challenge

Solution

Challenge

Response times are the #1 frustration of customers, with 54% of customers saying it takes 4-10+ minutes to get to an agent according to Arise’s “The Truth About Customer Care”. Each second on hold leads to increased frustration for the customer which can impact agent morale as well.
Solution

In addition to a custom designed Virtual-First Learning and Development program, the Arise Best Start program creates highly personalized Performance Facilitation program for Service Partners. This program includes access to dedicated resources, call evaluations, focused huddles, and tailored content in Arise’s social and knowledge management platform.

These resources allow mature, experienced Service Partners to assimilate content quickly so they can work productively while delivering great CX.

Result

The power of The Arise Gig-CX Platform allowed this client to quickly flex capacity to 110% of their initial April forecast so they could meet their service SLAs.

Arise’s flexibility and speed of deployment caused the director of vendor ops to state, “Arise was the only thing keeping our Billing LOB afloat.”

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

The post Flex Capacity Saves Home Security Client Client appeared first on Arise.

Customer Service Excellence and Booking Support | Major Cruise Client

Tone Stray — Wed, 01 Nov 2023 18:32:19 +0000

Major cruise client fuels post-pandemic revival with the Arise® Platform

Case Study Background:

No industry was impacted more by the COVID-19 pandemic than travel and entertainment, especially cruise lines. In 2019, cruises generated $154.5 billion globally. That shriveled to $63.4 billion in 2020. But, cruises are bouncing back, with 2022 passenger levels predicted to be at 101% of 2019 capacity.

Use case #1

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Challenge

Solution

Challenge

In 2022, the cruise industry saw bookings return to pre-Pandemic levels. However, during Covid-19 nearly 600,000 cruise-affiliated jobs were lost, creating a still-present gap in customer service representatives across cruise lines of all sizes. As the industry came roaring back to life, one major cruise client was overwhelmed with a need for skilled Service Partners to meet the huge, pent-up demand for cruise bookings.
Solution

The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70K highly capable Service Partners who can provide high-quality care while improving productivity and efficiency. The Service Partners on The Arise® Platform are, on average, more mature, highly educated, and display a brand affinity because they choose the organization they want to support.
The Arise® Platform is an industry leader in virtual-first education and CX learning journeys. To meet the demands of such an accelerated and tailored learning journey, Arise implemented the “Earn While You Learn” program. This virtual learning program creates a path for Service Partners to take certain types of contacts in half the time as the previous certification courses. These contacts coincide with the learned curriculum to create a real-world experience at the same time as certification, ensuring agents have the support they need to deliver quality care to customers.

Result

The Arise® Platform delivered 100% of the FTE need for this cruise client from Q1-Q3 2022. The “Earn While You Learn” program improved agent certification rates by 100%. The learning and development improvements made by Arise also generated a reduction in call transfers from 17.9% down to 4.5% improving First-Call Resolution to 95%.

Use case #2

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Challenge

Solution

Challenge

This major cruise client was at the mercy of wildly changing pandemic health and safety guidelines and the need to throttle up discounts to hit revenue projections. With demand up 45% compared to 2021, this major cruise client needed CX assistance quickly to meet the demand.
Solution

This major cruise client turned to The Arise® Platform and the power of flex capacity to ensure customers who have waited for more than two years to venture abroad the seven seas could book their cruises quickly. The Arise® Platform uses the power of Gig-CX to connect brands with a network of 70K highly capable Service Partners who provide the high-quality care necessary to create world-class customer experiences. Because the network of Service Partners using The Arise® Platform is so vast, Arise is able to flex up to 600% seasonally and up to 200% intraday to give CX organizations the capacity they need on-demand to deliver excellent experiences for their customers without exception.

Result

With less than 24 hours’ notice, The Arise® Platform added 700 additional hours to meet last-minute sales queue demands, ensuring that customers’ bookings were made successfully. This is just one of many ways The Arise® Platform’s adaptability to flex up to meet Brand’s goals continues to generate value.

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

The post Customer Service Excellence and Booking Support | Major Cruise Client appeared first on Arise.

Global Coffee Retailer Exceptional Customer support

Tone Stray — Wed, 01 Nov 2023 18:13:27 +0000

Coffee retailer’s no good, very bad tech day saved by the Arise® Platform

Case Study Background:

The UK division of a global coffee company boasts nearly 30 years of experience selling high-end coffee and coffee-making equipment, generating $2.2 billion of revenue in 2021. As an e-commerce retailer, this client relies heavily on chat and email customer service communication to ensure its high-end coffee-drinking customers receive world-class customer care.

Challenge

Solution

Challenge

It’s a nightmare scenario for any e-commerce company when the internet fails. In fact, in a recent survey, half (50%) of all CIOs stated that their organizations lost revenue and 47% of them say an outage has negatively impacted their customer satisfaction. For this high-end coffee retailer, Sept. 1, 2022, was fraught with widespread technical outages, beginning with a day-long internet failure at one of their customer care partners’ brick-and-mortar sites. This outage caused customers’ questions to go unanswered in the morning when users of this client’s products create the largest contact volume. The technical troubles continued for this client, with their website crashing and going offline for over 90 minutes, resulting in massive call volume as this was the only source of customer care during that time.
Solution

The Arise® Platform is a fully dispersed, secure network of Gig-CX resources capable of handling unplanned technical challenges like internet outages. There is no single point of failure in the entire system, so when the internet fails in one geographic region, Service Partners in unaffected areas can step in and ensure customer care remains uninterrupted. By utilizing the Gig-CX model, The Arise® Platform can quickly scale up to meet demand, flexing up to 200% intraday and up to 600% seasonally.

Result

The speed and adaptability of The Arise® Platform saved the day for this high-end coffee retailer. The Brand was able to immediately schedule burst capacity using The Arise Platform. Service Partners were notified of the need for emergency service and quickly joined the queue to eliminate a 90-minute wait in the chat channel caused by the second vendor’s internet outage. As soon as Service Partners efficiently resolved the chat backlog, the website crashed. With no other customer care channel besides voice available, The Arise® Platform brought in additional flex capacity to the voice queue until the site was back online in about 90 minutes.

On a normal day, The Arise® Platform handles 40% of this client’s volume, but on Sept. 1, it handled nearly 100%, flexing up to accommodate 120% of the forecasted call volume and 200% of the forecasted chat volume that day. The customer care heroics demonstrated on this day won Arise the entirety of this client’s live chat volume, making Arise the center for all direct-to-consumer interactions in the UK.

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

The post Global Coffee Retailer Exceptional Customer support appeared first on Arise.

flex Archives - Arise

Inventory Service to Count On​

Inventory service to count on​

Challenge

Solution

Challenge

Solution

Aligned Service Partner support with the client’s inventory needs, addressing planned spikes, without impacting quality.​

Conducted process audit and uncovered challenges in proactive response and or effective client customer communication. ​

Created a DC response survey to assist with timely audit services completion within the given timeframe.​

Built “Auditor Touchbase,” an onboarding and relationship fostering system to help track, monitor, and effectively select the right people for each count location.​​

Created an external client drive to store and share all required data collection items with the client.

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

Delivering an Urgent Response

Delivering an Urgent Response

Challenge

Solution

Challenge

Solution

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

What’s driving down the labor force participation rate?

What’s driving down the labor force participation rate, particularly in relation to Contact Center, and what are organizations doing to meet the challenge?

Uncovering radical new innovations for CX capacity planning, utilization and flex with CCW Digital and Arise Virtual Solutions.

02.35 min

Flex Capacity Saves Home Security Client Client

Home security client dodges customer service disaster with Arise’s flex capacity

Case Study Background:

Use case #1

Gig-CX capacity flexes up to 110%, keeping client’s service “afloat”

Challenge

Solution

Challenge

Solution

Result

Use case #2

Highly capable service partners on the Arise network reduce AHT by 11%

Challenge

Solution

Challenge

Response times are the #1 frustration of customers, with 54% of customers saying it takes 4-10+ minutes to get to an agent according to Arise’s “The Truth About Customer Care”. Each second on hold leads to increased frustration for the customer which can impact agent morale as well.

Solution

Result

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

Customer Service Excellence and Booking Support | Major Cruise Client

Major cruise client fuels post-pandemic revival with the Arise® Platform

Case Study Background:

Use case #1

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Challenge

Solution

Challenge

Solution

Result

Use case #2

Unpredictable winter weather no match for the intradayflex capacity delivered by The Arise® Platform

Challenge

Solution

Challenge

Solution

Result

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

Global Coffee Retailer Exceptional Customer support

Coffee retailer’s no good, very bad tech day saved by the Arise® Platform

Case Study Background:

Challenge

Solution

Challenge

Solution

Result

Let’s talk!

Each brand has a unique CX need. Schedule a time to meet with our CX experts to learn how Arise can help.

Inventory Service to Count On

Inventory service
to count on

Aligned Service Partner support with the client’s inventory needs, addressing planned spikes, without impacting quality.

Conducted process audit and uncovered challenges in proactive response and or effective client customer communication.

Created a DC response survey to assist with timely audit services completion within the given timeframe.

Built “Auditor Touchbase,” an onboarding and relationship fostering system to help track, monitor, and effectively select the right people for each count location.

Delivering an
Urgent Response