Managing customer demand for the always-on consumer
Where speed of service is critical to customers, the need to transform operations is crucial for many businesses.
Self-service has enabled consumers to transact with companies around-the-clock, experiencing instant access to information without the need to wait for a customer representative or back office processes to be completed.
Regardless of whether this is via a call centre, back office, branch or the field, eg’s solutions provide a true insight into the full customer service process and enables world-class operational management capability.
Using our scheduling, forecasting, real-time work management and operational analytics capabilities, eg delivers measurable improvements in productivity, service, quality and regulatory compliance.
Elizabeth Gooch MBE, CEO and Founder of eg solutions, pioneered the introduction of production management techniques into the services sector to improve customer service and deliver guarantee cost reductions. These techniques lie at the heart of eg’s enterprise workforce management software and services offerings.