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Optimising CX : How Electrolux leveraged automated contact centre testing

29 Nov 2023
Employee & Customer Experience Theatre
Customer Experience & Engagement , Contact Centre Operations & Efficiency

In this session, explore how Electrolux elevated customer satisfaction by guaranteeing uninterrupted contact centre services across diverse channels by actively monitoring their live systems. Faced with dynamic business demands, they also harnessed QuickTest to automate comprehensive regression tests.

Discover how this approach not only enhanced customer experience but also accelerated project delivery, enabling Electrolux to swiftly adapt to evolving market needs. Gain insights into their innovative testing strategy and successful implementation, offering valuable takeaways for your organisation's customer-centric initiatives.

Key Takeaways:

  • Monitor Live, Thrive: Proactively monitor live systems for uninterrupted customer service and brand reliability.
  • Customer-Centric Strategies: Prioritize customer satisfaction by immersing yourself in their journey, ensuring loyalty and exceptional experiences.
  • Agile Adaptation Tactics: Embrace swift strategies to meet evolving business needs without compromising efficiency.
  • Speed through Automation: Optimize efficiency with automated tests, ensuring fast project delivery and sustained service excellence.
  • Empathy-Driven Approach: Walk in your customers' shoes for profound insights, aligning strategies with their needs, fostering exceptional satisfaction.
Eugenia Avramenko, Test Automation Lead - Electrolux
Sonal Garg, Founder & CEO - CloudCX
Andrea Pollard, COO - CloudCX
Valliammai Senthilnathan, Program Test Manager - Electrolux