How BIG W improved efficiencies in their contact centre: a case study

In this ever changing retail landscape, is your organisation set up to handle huge spikes in call volumes?

Customers expect a seamless and positive experience when they interact with your retail business, even when you’re dealing with seasonal peaks or the fallout from COVID-19 restrictions. Utilizing artificial intelligence and complex call routing solutions, Oration has helped BIG W achieve a reduction of up to 30 seconds on their average call handling time during a huge sales event.

Download the following case study to find out how.