Case Study: EE

EE upgraded to Interaction Analytics and began analyzing diverse issues

EE’s ambition is to become the UK's most personal, customer-focused brand. To do this, they wanted to focus on a number of initiatives to improve the customer experience.

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Customer Story

  • CUSTOMER PROFILE


    ABOUT
    EE is one of UK’s largest subscription businesses, backed by the UK’s biggest and fastest mobile network, offering superfast connections in more places than any other operator. EE is part of BT Group’s Consumer business unit which provides products and services to all of BT’s consumer customers in the UK.
    INDUSTRY
    Mobile/Broadband
    WEBSITE
    www.ee.co.uk
    LOCATION
    London, UK
    SIZE
    17,000+ Guides
    NICE SOLUTIONS
    Interaction Analytics

     

    CHALLENGE


    EE’s ambition is to become the UK's most personal, customer-focused brand. To do this, they wanted to focus on a number of initiatives to improve the customer experience. This included driving down serious escalations and complaints, improving the experience their customers receive when they call in and offering the most personal sales experience. All of this had to be achieved whilst maintaining a focus on regulatory and internal compliance measures.


    • “Interaction Analytics puts science behind our initiatives and gives us the tech we need to make them happen.”

      SIMON MORAN

      CUSTOMER INTELLIGENCE MANAGER
      EE

    SOLUTION


    EE upgraded to Interaction Analytics and began implementing initiatives to understand a variety of issues. This included uncovering better coaching opportunities for sales agents, tracking fraud patterns, ensuring regulatory compliance, experimenting with sentiment as a quality KPI and supporting agents in dealing with difficult call scenarios around domestic violence and poverty.

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