Customer

As a leading distributor and provider of industrial heating and cooling solutions, Pinnacle Products (www.pinnacleint.com) experienced a significant increase in call volume into its customer care center each fall season, which necessitated seasonal hiring of support staff.

Unfortunately, the high volume of products and wide array of support issues experienced by Pinnacle clients made it difficult for new hires to become proficient in a timely manner, often not until the seasonal upswing in volume had abated.

With the implementation of Guided Process Workflows, Pinnacle agents now only need to be trained on the use of SpiceCSM, which guides them through troubleshooting and issue resolution procedures in the same manner as Pinnacle’s most experienced support reps. As such, training time is greatly reduced and agent proficiency is at a “best practices” level throughout the seasonal surge in call volume.