With the continued increase in demand for click-to-home dining experiences, Schwan's Home Delivery approached TTEC with a challenge: design, build, and operate a new virtual customer engagement center as fast as possible. Together, the partners quickly established a virtual contact center comprised of 110 customer advocates for voice and chat support to help supplement Schwan's Home Delivery in-house customer care center. In just three weeks the partners launched a new virtual engagement center, a process that takes other industry peers 6+ months.
Building on the success of the initial engagement, Schwan's Home Delivery has now chosen to expand its relationship by nearly tripling the volume of digital and voice customer interactions TTEC will manage. Additionally, Schwan's Home Delivery has selected TTEC's Humanify® Connect platform, knowledgebase and customer satisfaction survey mechanism to manage and enhance its customer experience program.
"Schwan's Home Delivery built our business on the same principles as TTEC, including prioritizing the importance of customer relationships. One door at a time, one knock at a time, Schwan's Home Delivery grew from a small, rural business to the largest direct-to-consumer frozen fulfillment company in
TTEC and Schwan's Home Delivery also believe that employee experience is critical to delivering exceptional customer experiences. Schwan's Home Delivery sends its merchandise to its contact center advocates so they get to sample the products and put themselves in customers' shoes to understand the value of the Schwan's Home Delivery experience.
"TTEC strongly believes that the best customer experiences come from the best employee experiences. Schwan's Home Delivery sets the standard for customer experience management to which all leading brands should aspire," stated
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About Schwan's Home Delivery:
Since 1952, Schwan's Home Delivery has been passionate about bringing quality frozen food to millions of people every day. The
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