Sharing information plays an important role in the positioning of the customer contact center within the organization and of APG towards its customers. APG is the largest pension provider in the Netherlands.

At Cygnific – the contact center that serves Air France KLM’s customers, among many other things – real-time information provision is part of the transition to a Lean Six Sigma organization. In this context, Cygnific considers both customer-related and process-related information. Wall displays exist for employees, not for managers.

If you want high-quality customer contact professionals to do what they’re good at, you should provide them with relevant information that gives context and direction. That goes beyond the agent desktop with customer data or KPIs such as AHT or a personal NPS.