About Spear Education
Spear Education Teaches a Lesson in Contact Center Management
Spear Education is the leader in continuing education for dentists, offering a variety of materials and services from on-campus learning and study clubs to online courses and discussion forums.
”We chose Contivio because of their flexibility and offering. Contivio was able to post communications to NetSuite natively without any custom work to bog us down.
Complicated call center configuration with 6 business lines
They didn’t have NetSuite integration, so everything was manual
No call recording and not enough reporting
Spear is committed to providing the best proactive customer service for their network of dentists. Because they have thousands of customers spanning 6 lines of business, it’s important for them to record every interaction in NetSuite, as well as ensure their customers’ calls are being routed to the right agent in the right business line.
With their outdated phone system, Spear’s staff was not able to access the data they needed to truly understand their customer interactions, dispositions or connection rates, and therefore were not able to optimize to improve the experience. They also didn’t have access to call recording, which was needed for training and quality assurance.
Prior to choosing Contivio as their Contact Center of choice, Spear researched two other cloud contact center solutions, but quickly found that Contivio’s NetSuite integration features were unrivaled. Spear’s Project Manager for Special Projects, Andre Sprague shared, “we chose Contivio because of their flexibility and offering. Contivio was able to post communications to NetSuite natively without any custom work to bog us down.”