Sky Case Study: From Cost Centre to Benefit Centre
- Cutomer Engagement Transformation Conference
- Daryl Deane-Staig, Senior Service Performance Manager, Sky
Sky is in year 2 of a personal pathways programme. As they innovate and use technology like AI, there is extra capacity in the call centres.
Rather than reduce headcount, Sky paid for year secondments for advisors to join the department that focuses on technology giving advisors the chance to learn to code, build dashboards, run CICD and deliver £10m benefits back.
Join this session to discover how to empower agents to use technology and enhance customer engagement capabilities.
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