Overview
The Swinton Group, a leading UK-based insurance company, needed to improve customer service, implement efficient contact center processes, centralize WFM and amplify employee engagement. Using NEVA Assist and NEVA Unattented, they were able to reduce hold and wrap time, reduce AHT by 50 seconds and new sales calls by 3 minutes as well as increase capacity by attending to over 7 500 calls per month.