{"id":4015,"date":"2020-04-27T23:39:00","date_gmt":"2020-04-27T23:39:00","guid":{"rendered":"https:\/\/ptpinc.com\/staging\/?page_id=4015"},"modified":"2020-07-01T12:27:57","modified_gmt":"2020-07-01T19:27:57","slug":"florida-deo","status":"publish","type":"page","link":"https:\/\/ptpinc.com\/staging\/our-clients\/florida-deo\/","title":{"rendered":"Florida DEO"},"content":{"rendered":"<h4>\n\t\tReactive to Proactive\n\t<\/h4>\n\t<h1>\n\t\t\t\tModernizing the Contact Center\n\t\t\t<\/h1>\n\t\t<p><strong>The Florida Department of Economic Opportunity<\/strong> (DEO) requested a modern contact center solution focused on significantly increasing efficiency. PTP designed and implemented features such as self-service IVR, intelligent routing, workforce management, and intelligent routing to achieve the Florida DEO\u2019s primary goals and conquer operational challenges.<\/p>\t\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/02\/deo_logo_circle.png\" alt=\"deo_logo_circle\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tTHE CHALLENGES\n\t\t\t<\/h3>\n\t\t<p>There were a number of challenges that resulted from the Florida DEO\u2019s outdated contact center, including:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\tThe agency was often overwhelmed by high call volumes, particularly in cases of natural disasters or legislative changes. As a result, the contact center response became reactive, rather than proactive.<\/li><li>\t\t\t\t\n\t\tThe agency struggled to adequately project training and staffing needs. <\/li><li>\t\t\t\t\n\t\tA lack of reporting and available data made it virtually impossible for the agency to  integrate their CRM and contact center platforms.<\/li>\t<\/ul>\n\t<h3>\n\t\t\t\tImplementing a Proactive Strategy\n\t\t\t<\/h3>\n\t\t<p>PTP joined the Florida DEO as a strategic partner, utilizing our expertise to design a unique solution to suit their specific needs. After thoroughly analyzing their current technology and operations, we were able to execute a modernized solution that met all objectives. Our strategy and implementation included:<\/p>\t\n\t<ul>\n\t\t<li>\t\t\t\t\n\t\t<p>Self-Service IVRCustomers are empowered with self-service options, which use upfront data capture to address questions and concerns, as well as provide information. Integration with the CRM software enhances overall customer management.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Skill &#038; Priority-Based RoutingCallers are routed to the agents best-equipped to serve their needs, while queue management offers wait time information and a call-back option.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Intelligent Desktop with Screen PopScreen pops provide agents with claimant or employer information for more efficient call resolution.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Reporting &#038; AnalyticsReal-time visibility offers managers an at-a-glance view of outstanding emails and queued callers.<\/p><\/li><li>\t\t\t\t\n\t\t<p>Workforce Management<b>Improved forecasting allows for more effective employee scheduling.<\/b><\/p><\/li>\t<\/ul>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/deo_image_small.jpg\" alt=\"deo_image_small\" itemprop=\"image\"\/>\n\t<h3>\n\t\t\t\tdownload Full Case Study\n\t\t\t<\/h3>\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/05\/deo_study.pdf\" target=\"_blank\" rel=\"noopener noreferrer\" role=\"button\">\n\t\t\t\t\t\t\tDownload\n\t\t<\/a>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/04\/increase_productivity_1.png\" alt=\"increase_productivity_1\" itemprop=\"image\"\/>\n\t\t\t<h4>30-second<\/h4><h6>Reduction in Average Handle Time<\/h6>\t\t\t\n\t\t\t\t<p>Decreasing the total by more than 6 percent<\/p>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/04\/optimize_investment.png\" alt=\"optimize_investment\" itemprop=\"image\"\/>\n\t\t\t<h4>25%<\/h4><h6> increase in adherence<\/h6>\t\t\t\n\t\t\t\t<p>Allowing the DEO to handle approximately 3,500 more calls<\/p>\n\t\t\t\t<img decoding=\"async\" src=\"https:\/\/ptpinc.com\/staging\/wp-content\/uploads\/2020\/04\/meet_customers_needs.png\" alt=\"meet_customers_needs\" itemprop=\"image\"\/>\n\t\t\t<h4>21%<\/h4><h6> jump in agents\u2019 quality scores<\/h6>\t\t\t\n\t\t\t\t<p>(from 72 to 93%), with a 6-minute reduction in Average Handle Time for the top agents at DEO<\/p>\n\t\t\t\t\t\t\t<p><i>\u201cWe are now controlling the business instead of reacting to the business. We\u2019ve definitely been able to be more innovative than in the past and we look forward to continuing that as we expand into new areas.\u201d<\/i><\/p>\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t<h3 class='uabb-testimonial-author-name testimonial-author-name'>&#8211; TRACY THOMAS<\/h3>\t\t\t\t\t\t\t\t\n\t\t\t\t\t\t\t\t\tBureau Chief of Contact Center Operations, Florida DEO\t\t\t\t\t\t\t\t\n\t<h4>\n\t\t\t\tABOUT\n\t\t\t<\/h4>\n\t\t<p>The Florida DEO administers state and federal programs to strengthen the state\u2019s economic growth, implementing efforts for community development, effective workforce investments, job creation, and local business support.<\/p>\t\n<h4>\n\t\tOUR SUCCESS\n\t<\/h4>\n\t<h3>\n\t\t\t\tCAN BE YOUR SUCCESS\n\t\t\t<\/h3>\n\t\t<p>Since our beginning, we&#8217;ve been passionate about helping our clients provide the best customer experiences possible. This passion, combined with a lot of knowledge and hard work, has allowed us to work with some of the top brands in the world. And we&#8217;d like to do the exact same for you. Just give us a call to get the conversation started.<\/p>\t\n\t\t\t<a href=\"https:\/\/ptpinc.com\/staging\/schedule-an-assessment\/\" target=\"_self\" role=\"button\" rel=\"noopener noreferrer\">\n\t\t\t\t\t\t\tSchedule an Assessment\n\t\t<\/a>\n","protected":false},"excerpt":{"rendered":"<p>Reactive to Proactive Modernizing the Contact Center The Florida Department of Economic Opportunity (DEO) requested a modern contact center solution focused on significantly increasing efficiency. PTP designed and implemented features such as self-service IVR, intelligent routing, workforce management, and intelligent routing to achieve the Florida DEO\u2019s primary goals and conquer operational challenges. THE CHALLENGES There [&hellip;]<\/p>\n","protected":false},"author":1,"featured_media":0,"parent":3125,"menu_order":60,"comment_status":"closed","ping_status":"closed","template":"","meta":{"_acf_changed":false,"inline_featured_image":false,"_monsterinsights_skip_tracking":false,"_monsterinsights_sitenote_active":false,"_monsterinsights_sitenote_note":"","_monsterinsights_sitenote_category":0,"site-sidebar-layout":"default","site-content-layout":"page-builder","ast-site-content-layout":"","site-content-style":"default","site-sidebar-style":"default","ast-global-header-display":"","ast-banner-title-visibility":"","ast-main-header-display":"","ast-hfb-above-header-display":"","ast-hfb-below-header-display":"","ast-hfb-mobile-header-display":"","site-post-title":"disabled","ast-breadcrumbs-content":"","ast-featured-img":"","footer-sml-layout":"","theme-transparent-header-meta":"default","adv-header-id-meta":"","stick-header-meta":"","header-above-stick-meta":"","header-main-stick-meta":"","header-below-stick-meta":"","astra-migrate-meta-layouts":"default","ast-page-background-enabled":"default","ast-page-background-meta":{"desktop":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"ast-content-background-meta":{"desktop":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"tablet":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""},"mobile":{"background-color":"var(--ast-global-color-5)","background-image":"","background-repeat":"repeat","background-position":"center center","background-size":"auto","background-attachment":"scroll","background-type":"","background-media":"","overlay-type":"","overlay-color":"","overlay-opacity":"","overlay-gradient":""}},"footnotes":""},"class_list":["post-4015","page","type-page","status-publish","hentry"],"acf":[],"_links":{"self":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4015"}],"collection":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/comments?post=4015"}],"version-history":[{"count":0,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/4015\/revisions"}],"up":[{"embeddable":true,"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/pages\/3125"}],"wp:attachment":[{"href":"https:\/\/ptpinc.com\/staging\/wp-json\/wp\/v2\/media?parent=4015"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}