PureGym One of the Fittest at This Year’s ECCCSAs Related Articles Case Study: PureGym Solves Peak Demand Challenges 34 Winning Contact Centre Tips to Successfully Start the New Year Definition: Contact Centre Jargon and Terminologies 28 Great Contact Centre Tips to Start the New Year © MiniStocker - Shutterstock - 1113947324 Filed under - Contact Centre News, Kerv Experience With 1.6 million members across over 500 gymnasiums, the PureGym Group holds market-leading positions across the UK, Denmark and Switzerland operating under PureGym, Fitness World, and Basefit brands. Leveraging the Genesys Cloud CX platform, a Kerv solution provided the business with the digital-first approach it needed to stem rising costs without compromising service levels. That sealed the Bronze award for Most Effective Management of Peak Demand at this year’s ECCCSAs. PureGym impressed judges by delivering effective results and a simultaneous customer and employee experience boost. Key features included seamless member and employee services, a knowledge library, chatbots, and gamification tools with fun competitions and rewards. Now, the Leeds contact centre is 100 percent digital. As well as increasing self-service and call deflection rates PureGym is able to take advantage of automation opportunities it never had before, while escaping the cost and logistical headache of managing calls. “Changing the way we manage peak demand has had a huge financial impact,” said Michelle Kaye, Head of Member Services for PureGym. “In previous years we’d had to recruit as many as 10 temps, and carry their pay costs for up to three months. Last January we didn’t have to recruit any. And our customers don’t abandon during busy periods. So, we can capitalise on revenue opportunities.” Julian Barrow, MD at Kerv Experience, said: “Our congratulations go to PureGym for being recognised as a customer experience leader. Their bold vision and well-thought-out contact centre redesign assure consistently great service, across email, chat and social platforms – empowered by highly-engaged agents and better quality conversations.” Author: Guest Author Published On: 5th Dec 2023 Read more about - Contact Centre News, Kerv Experience Recommended Articles Case Study: PureGym Solves Peak Demand Challenges 34 Winning Contact Centre Tips to Successfully Start the New Year Contact Centre Jargon and Terminologies 28 Great Contact Centre Tips to Start the New Year Contact Centre Reports, Surveys and White Papers Get the latest exciting call centre reports, specialist whitepapers and interesting case-studies. Choose the content that you want to receive. Contact Centre Reports, Surveys and White Papers Invites to exclusive Webinars & Events Weekly Newsletter