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Case Study

HOW A TOP U.S. TELECOM UNLOCKED $13.1 MILLION OF ADDITIONAL REVENUE PER YEAR IN 6 WEEKS

Challenge

Cox Communications is the third-largest telecommunications company in the United States, providing digital cable television, Internet, telephone, and smart home services to millions of customers nationwide. Their live chat sales team handles a variety of conversations, from customers looking to discover new offerings, to customers moving residences, to brand-new customers who are just setting up their services. The live chat team also operates through a business process outsourcer, which limited the opportunity for Cox to train agents on these conversation flows.
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