As a Global Information Technology Executive, Scott brings over 35 years of experience in various roles, including 22 years working with CX technologies.During this time, his focus has been leading successful initiatives in the contact center industry where he has held numerous leadership roles in Service Delivery, Sales and Client Account Management.
Scott began his career in the space and defense industry and has brought the same focus and precision required to launch a satellite with him to successive roles in Customer Experience and IT. He has a proven track record leading and supporting transformational change in both technology and business processes and been consistently ahead of the industry curve as an agent of change. His broad vertical background includes managing Avaya’s largest ever client service delivery program for Home Depot and managing customer service technology transformation initiatives for Comcast, Moneygram, and NRG. Scott’s wide-ranging experience also includes leading the industry’s first ever large-scale hosted contact center Voip implementation of 10,000 seats in 2002. This experience, as well as his international experience in areas such as satellite/RF communications, telecommunications, customer service and analytics, has provided him with unique knowledge and insights to solve our Client’s complex business challenges.
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- BridgepointeCX Helps ESPN Save $40,000 Per Live Event - September 19, 2024
ESPN needs no introduction as the world’s leading multiplatform sports entertainment brand.
ESPN Fan Support and Customer Service Operations supports fans with technical issues with all ESPN apps, fantasy games, streaming services, and content access. As the largest sports entertainment network in the world, ESPN supports millions of fans each year.
The Fan Support team, led by Douglas Kramon, Senior Director of Fan Support and Customer Care Operations at ESPN, always looks for specialized partners to enable them to “force multiplication” of their success.
“Our team runs lean, with our operational budget at the core of every decision,” shared Kramon. “I was introduced to BridgepointeCX through a project with our parent company, Disney, for our contact center, and I quickly saw how they could enable us to improve fan experience.”
Elevating the Fan Experience with the Right Tech Stack
The initial project with Disney was for multiple brands, including ESPN, to deploy NiceCXone for their contact center. As part of the initiative, BridgepointeCX built the Interactive Voice Response (IVR) system currently used by the ESPN team.
Since then, BridgepointeCX has supported ESPN fan support on multiple projects designed to improve the fan experience continuously.
“BridgepointeCX had collaborated with my team and Disney’s sourcing department to identify a new voice provider. Their tech and market knowledge, coupled with our budget and requirements, means we’re not just settling for any vendor; we’re confident we’re choosing the best one to elevate our fan experience.”
Reducing the Need for Burst Staffing with BridgepointeCX’s IVR Strategies
A key challenge for fan support is the high volume of calls they receive during live events such as UFC pay-per-view. Traditionally, fan support has needed to add burst staffing, so they’re prepared for this influx.
“BridgepointeCX has streamlined our IVR, so we’re not overwhelmed by contacts and can provide our fans with the best possible support,” explained Kramon. “Their knowledge of our business and IVR practices has helped us maximize call deflections and reduce our staffing requirements.”
ESPN Reduces Contacts by 70% and Burst Staffing by 15%
BridgepointeCX has consistently enhanced ESPN’s CX efforts, enabling them to serve their fans more effectively.
“In the fast-paced realm of live sports, their strategic tweaks to our IVR have led to a 15% reduction in burst staffing. This translates to a $40,000 saving per event, which we can reallocate to other areas.
Plus, the best practices implemented by BridgepointeCX have reduced the total number of calls fan support receives daily. We’ve been able cut the number of phone contacts by 70% by redirecting them to other channels. This helps provide a better fan experience while easing the demands on our team.”
Today, BridgepointeCX is an extension of the fan support team, providing insight into ESPN’s customer base, tech stack, and industry best practices.
“The BridgepointeCX team is adaptable and swift, providing the support we need at the pace ESPN’s live events demand. Their deep bench of experience means we have the strategy and support we need to accelerate our success.”
BridgepointeCX’s strategy, implementation and business process outsourcing services enable you to drive mission-critical business outcomes like higher customer satisfaction and greater operational efficiency. To learn how we can help you get results like ESPN, book a call with our CX team below.
