Case Study: Mohawk
Improving Performance, Refining Processes, Calibrating Quality.
Mohawk Industries, a leading supplier of flooring for both residential and commercial applications, wanted to improve the quality and consistency of service its internal IT helpdesk provides employees.
This case study looks at how Mohawk was able to improve employee/customer satisfaction, AHT and FCR by leveraging a CallCopy solution. This solution allowed the company to:
“The CallCopy solution enabled us to improve several key metrics, including employee/customer satisfaction, AHT and FCR.”