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Case studies .
Call centre improvement application .
Adobe Hendrix required a call centre application built around the principles of user-centred design.
The application had a rich interface that consolidated multiple legacy back end-systems.
Initial client benefits
- 15% reduction in average call handling times
- Increased first call resolution
- Increased customer satisfaction
- 30% reduction in employee churn rate / Universal Agent
- Reduced training times from 1 month to 1 week or less