The Exchange 2023 – Virgin Media and Intradiem: How technology empowers agents and impacts CX

Agent engagement and empowerment, simplifying the coaching process, providing more training in less time, reducing unproductive shrinkage and achieving an AHT (Average Handle Time) saving were all key for Virgin Media when it deployed Intradiem across its estate of 5,000 agents. The results were significant, with substantial savings in time, improvements in compliance and the integration of the system has had a positive impact on the customer experience too. Discover why the judges said this was a great example of deploying technology to best effect.

Gold: Most Effective Application of Technology (EX)

To hear from other award-winning projects and teams of those that won at the European Contact Centre & Customer Service Awards 2022, please click here.