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A technology giant depends on its Midwest inbound Contact Center to advance customer satisfaction by quickly and thoroughly responding to customer questions/issues. Two types of agents are used: customer service or Tier 1 and technical assistance or Tier 2. Both are long-term temporary assignments. The Center’s once-a-year ramp up plan, high attrition rates and limited talent pools were creating problems for agent recruitment and attrition.
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In Belgium, 35 percent of employers say they are unable to fill open jobs. Lack of applicants is the most common reason, followed by lack of applicants with the required skills. An estimated 30,000 of job vacancies in Belgium are in the technical and digital fields, including production operators, electricians, electronics engineers, mechanics, among others. A solution to overcome the significant skills gap was needed to remain competitive in the region.
The Statistical Programming and Analysis unit within a top 5 pharmaceutical company needed to streamline its programming processes to reduce the time it took to generate tables, listings, and figures. The company’s leaders recognized that the statistical programming effort that supports Clinical Research would be a viable area to improve efficiency through automation. To gain efficiencies, the company wanted to create a standard clinical macro system for statistical programmers. However, they did not have the application development expertise or the time available to build a system themselves.
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