Best Practice Case Study Improving Agent Performance

1) Suddenlink Communications implemented a knowledge management and CRM system to improve customer service and agent performance following several acquisitions that increased their customer base significantly. 2) They leveraged external consultants to accelerate the project timeline and support internal resources, and took a phased, pilot-based approach to converting existing content and gaining user adoption. 3) Regular communication, surveys, and quick implementation of enhancements helped build buy-in across the organization and encourage continued use of the new systems.