NCP can now react and resource for changes immediately – improving call handling and customer experience.
What’s the correlation between an airline and a car park services provider? Well, when airline Monarch collapsed, 110,000 people were left stranded abroad and many had cars parked at UK airports. The Monarch crisis sparked a huge workload spike for the NCP contact centre.
Enhancing customer experience (CX) has always been high on the agenda for the multi-award winning car park operator. And they didn’t let the impact of this unexpected event throw their contact centre into chaos.
This was the first major incident that NCP faced since they had deployed Liberty Converse, our omnichannel contact centre solution.
“From a customer services perspective, the airline crisis was tough. But having full visibility of customer contact put us in a strong position. We were able to assess demand vs. available resource and respond to deliver the best service possible.”
Sonia Anderson
Resource Planning, Data Analytics and Insight Professional, NCP
“Delivering great customer experience has always been important to NCP. As the frontline of our brand, our contact centre plays a vital role within this. The ability to understand our data in real-time and ask ‘why’ ensures we are well-equipped to deliver positive outcomes, even in unexpected circumstances.”
Hema Nagar
Head of Marketing, NCP
Immediate
reactions to required changes
6 X
faster integrated email handling
Integration
with legacy software
Create contact centre experiences that your teams and customers will value
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If Carte Blanche was to benefit from greater clarity and understanding of their processes, they would need to be clear on the current state of the organisation, before they started to make any changes. They used Liberty Skore, our process discovery solution, to embark on this initiative.
Clinigen is a global, specialist pharmaceutical services and products platform. They needed a contact centre solution to consolidate the systems and unite the teams, enabling effective, seamless customer experience.
