– Brandon Turner, Senior Manager of Operations, Acxiom
Acxiom’s roots go deep. Founded in 1969, the identity resolution and marketing enterprise has enabled people-based marketing with their products and services that break down organizational silos to drive seamless customer experiences and higher ROI. The company has acquired numerous businesses and today serves thousands of customers across the globe.
In Acxiom’s early days, Brandon Turner, Senior Manager of Operations at Acxiom, and his team relied on a legacy on-premises solution to manage his contact center. Even though the vendor was well-known, Brandon says there were non-negotiable issues he noticed right away. One of those was reporting.
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“We were totally blind in a lot of different areas,” said Brandon. This lack of insight made it difficult for Brandon and his team to identify where they could improve the associate experience. Running reports and seeing results on simple metrics like average handle time and number of missed calls often took 24 hours, proving it difficult to respond to problem areas in real time.
One of the first priorities for Brandon was to integrate his company messaging solution, Slack, into the Talkdesk platform. Talkdesk for Slack, one of the 50-plus integrations available for the Talkdesk platform, has enabled Brandon to delve into the world of AI. Brandon created a “help bot” that lives within the company’s “IT Help Me” channel in Slack. When an associate types “!help” into the channel, the next available agent in Talkdesk is identified and becomes connected with the associate.
Moving to Talkdesk was a game-changer for Acxiom. Benefits have included:
Partnering with Talkdesk has made Brandon excited about what’s to come for his team and associates at Acxiom: “We want to create these ‘wow’ moments—moments where we can delight our associates by providing the most real-time, personalized service possible. We look forward to continuing our strong partnership and growth with the team at Talkdesk,” said Brandon.
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