Silicon Graphics, Inc. | Technology

Company: SGI (Silicon Graphics, Inc.)

Profile

SGI, also known as Silicon Graphics, Inc., is a technology solutions provider with a broad range of high-performance computing, advanced graphics, and consulting services that enable its technical and creative customers to maintain a competitive advantage in their core businesses.

Challenge

To improve customer service while reducing costs, SGI decided to overhaul its contact center strategy. SGI created a virtual contact center by installing a new switch that connected its four facilities located throughout the country. Previously, the company developed schedules manually, relying on local critical needs assessment to develop a plan. However, a more efficient and accurate method for accommodating the complexities of a workforce physically located in four time zones was required.

Solution

Blue Pumpkin multiskilled workforce optimization software was selected to optimize workforce utilization and improve customer service.

Benefits

The following benefits were achieved:

·         New volumes were handled with only an 8% increase in staffing.

·         The optimized staff plan resulted in a 37% increase in agent productivity.

·         Customer service levels were improved by 40%

·         Millions of dollars were saved in additional employee-related expenses.

·         Monitoring and managing schedule compliance was accomplished more efficiently, resulting in a 40% improvement in adherence.

·         Better matching of head count to the response-time commitment was achieved.

·         Customer satisfaction ratings improved by 47%.

·         Service revenues in the Americas grew as a result of customer satisfaction with contact centers and on-site field support.