New Enterprise Stone & Lime Co., Inc. is dedicated to providing the highest-quality construction materials, heavy highway construction, and traffic safety products. With core values centered around communication, safety, and innovation, the company continuously strives to deliver exceptional customer experiences.
Challenge
New Enterprise Stone & Lime Co. faced challenges in managing call flows efficiently and ensuring that customers received timely and accurate information. The company needed a solution that could enhance visibility into call management and improve overall team performance without the complexity and cost of a full-scale Webex Contact Center deployment.
Solution
The company deployed Peak Amplify for Webex Calling to address these challenges. Peak Amplify is a solution that calculates and displays real-time data on large displays (wallboards) in contact centers, within the Webex App, and on the devices of supervisors, agents, and executives (dashboards). Visual alerts based on customizable thresholds provide immediate notifications, allowing for fast adjustments to improve call management and the experiences provided to end customers.
Results
After just a few months of using Peak Amplify, New Enterprise Stone & Lime Co. saw significant improvements in customer experience and team performance. The ability to monitor real-time call data, including the number of calls on hold and their wait times, allowed the company to manage call flows more effectively and ensure prompt service for customers.
Key Benefits
- Enhanced Visibility: The real-time dashboards and wallboards provided supervisors and agents with immediate insights into call queues, agent status, and call durations, facilitating better decision-making and troubleshooting.
- Improved Agent Allocation: By identifying when more calls than agents were available, supervisors could make real-time adjustments to staffing levels, reallocating agents from less critical tasks to manage increased call volumes.
- Increased Efficiency: Proactive call traffic management helped identify and address bottlenecks before they led to larger issues, such as abandoned calls or poor customer experiences.
- Customizable Reporting: Peak Amplify’s customizable dashboards allowed New Enterprise Stone & Lime Co. to track KPIs relevant to their business, such as queue times, and share these insights across departments within the organization to streamline workflows.
- Exceptional Support: The Peak team worked closely with New Enterprise Stone & Lime Co., developing and releasing new features requested by the business in a short timeframe. Their support exceeded the company’s expectations.
“At New Enterprise Stone & Lime Co., communication, along with safety and innovation, is one of our key values that enables us to deliver the highest-quality construction materials, heavy highway construction, and traffic safety products. Peak Amplify for Webex Calling helps us ensure our customers receive exceptional service with timely, direct, and accurate information. After just a few months of using Peak Amplify, we have significantly enhanced our customer experience and team performance – reinforcing our commitment to excellence. The Peak team has worked closely with us, even developing and releasing new features requested by our business in such a short time. I recommend adding Peak Amplify to any Webex Calling deployment.”
Todd Brinton, Leader, IT Service Desk, New Enterprise Stone & Lime Co., Inc.
Deploying Peak Amplify has delivered significant business benefits to New Enterprise Stone & Lime Co., Inc. The company has gained valuable visibility into incoming calls, agent statuses, and call management metrics. This real-time data has greatly enhanced their ability to manage call flow and ensure prompt customer assistance, improving customer experience and operational efficiency.
Elevate your customer experience with deeper insights into your Webex Calling CX Basic (Group Call Management) deployment. Discover how Peak Amplify can revolutionize your call center management. Watch our demo to see how Peak Amplify’s Reporting and Analytics for Webex Calling can help you track performance, identify trends, and make data-driven decisions for a superior calling experience.