Contact Center |
Operating Costs Resources
Sony ROI Review
Like many companies, Sony Online Entertainment (SOE) was challenged to (a) minimize its total customer service costs across multiple channels, (b) provide a superior customer experience to support the brand, and (c) continuously improve its level of customer insight.
With new contact center solutions for its customer service operations, SOE has been able to achieve a 50 percent internal rate of return by rigorously adhering to 9 key principles, which resulted in improved experience for three constituencies: the customer, the agent, and the agent supervisor.
Download the Report
Register and receive: Sony ROI Review
