Intro
CNED, France’s national distance-learning institution, has been a SquAire partner since 2024. Every year, it supports students, families and adults retraining for a new career through their remote learning journey. That support takes teaching skills, responsiveness and a real ability to reassure, because learners often contact CNED when they are stressed: a technical issue, a feeling of isolation, a complicated administrative question.
Challenges
- Provide effective learning support to students, families and career changers.
- Reduce handling times in the contact center without lowering the quality of answers.
- Deliver a smooth, reassuring experience to callers who are often anxious or stuck.
Solution
- Real-time mirroring. Advisors see the caller’s journey on the CNED platform as it happens: the buttons they click, the documents they open, the page they are stuck on.
- Proactive support training. Advisors are trained to guide callers step by step, with a supportive, digital-assistance approach.
Results
- Higher first contact resolution (FCR).
- Shorter average handling time (AHT).
- Higher customer satisfaction (CSAT) and better quality indicators.
Key success factors
- Faster problem solving. Mirroring lets advisors fix navigation issues quickly, which means fewer transfers and fewer callbacks.
- Shared context. Advisor and caller look at the same journey, so the advisor understands the problem from the first minute.
- Calmer callers. Learners feel supported, as if someone were sitting right next to them.
