Overview
Gaming brands have unique needs and challenges when it comes to delivering customer support. There are multiple volume surges throughout the year when new games or devices launch, and a tech-savvy customer base expects to have quick self-service support options at their fingertips. A volume surge is what first led a video gaming company to TTEC. After facing a sudden influx of customer inquiries, associates were struggling to keep up with a growing backlog and customer experience (CX) suffered as a result. More than 14 years later, we’re still the global brand’s go-to problem solver when CX issues arise, but we’ve deepened our relationship to become a true partner – combing through data, flagging potential issues, implementing proactive solutions, and even guiding the brand as it reimagines its workforce model.
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