How Did a Comms Giant Transform its Customer Experience? Ask Bell Canada

Presented by

Marco Sciarra, Bell Canada, Fabio Abate, Bell Canada and David Burnie, Burnie Group

About this talk

When we first introduced Bell Canada on the Blue Prism World 2021 stage, they began implementing Blue Prism Service Assist solution as part of their ongoing contact center transformation journey. A year on, we're catching up with them to see where that journey has taken them, and the lessons they've learned along the way. Join us for a lively discussion with Marco Sciarra from Bell Canada and hear how they have enhanced both their customers’ and employees’ experiences in the last year in partnership with Burnie Group, Bell Canada has automated key processes in their contact center—reducing the average handling time of customer calls, for those key processes, by 87%, an improvement in customer and employee experience. Bell Canada will discuss how they: • Moved from proof-of-value to a successful production launch of Service Assist • Set program expectations and met key performance indicators • Experienced unexpected benefits—in addition to the anticipated results • Are gearing up for the future
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