Connecticut Department of Labor Case Study
In 2020, COVID struck and Connecticut’s unemployment cases spiked from the average 200,000 to 1 million. It was clear that the Department of Labor’s 80 representatives couldn’t keep up with the ensuing call volume.
After a move to Amazon Connect and a trial of its built-in callback feature, they turned to Mindful’s virtual queue to ensure citizens had a dedicated time to talk to speak with a case worker while relieving pressure off a strapped workforce.
Read the case study to see how Connecticut DOL:
- Reduced repeat callers by 60%
- Improved self service and call routing
- Maintained employee satisfaction
- Deployed their new product in one week
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