Office Depot® Achieves A Dramatic Reduction of Call Abandons & Delivers Significant Cost Savings

Sponsored By: BroadSoft

The Office Depot^® North American Business Solutions Division manages over 20 million customer interactions annually across 34 contact centers, on four continents, with more than 3,000 agents providing customer service to their business customers.  Due to their size and global distributed structure, Office Depot struggled with a lack of  visibility into their contact center operations leading to inconsistent performance management and reporting from site to site.

BroadSoft provided Office Depot^® with global contact center performance management with centralized analytics, queuing, routing, recording, and monitoring across all customer service centers. Rolled out in less than 90 days, BroadSoft was able to help Office Depot achieve a dramatic reduction of call abandons, considerably lower the speed of answer, and continue to deliver significant cost savings.