Case Study 3: Upping Their Game

Case Study 3: Upping Their Game

As the bridge between a company and its end users, unhappy customer service agents can have a detrimental impact on a brand’s reputation. Speaking with Roshni Bharadwaj, Product Manager at payment solutions provider Klarna, we explore how companies can take their agents’ experience to the next level and improve both employee and customer satisfaction.

Uncover this exclusive case study to discover how Klarna transformed its customer service experience, as well as:

  • How introducing a gamified interface can enhance employee performance.
  • The value of inviting employees to contribute to the design and creation of new technology.
  • How implementing automated processes can lead to the introduction of more value-added tasks.


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