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Mobility and digitisation have fundamentally changed how customers connect with brands. There are more than 2 billion active smart devices in the market today. And the average user reaches for his or her smartphone more than 100 times a day to...
The workforce is changing, and the end-user experience must change with it. Consumer trends are shaping how companies interact with their customers, and by extension, how companies interact with their employees. Self-service is the preferred way...
Company culture is what your employees do when no one’s looking. It’s the fabric that weaves together how your company operates, and influences how a firm projects itself both internally and to the outside world. Most important, a...
When customers buy a new vehicle, they enter into a relationship with the manufacturer. For this automotive giant, customer service associates for its financial services arm were not delivering on the quality standards needed to maintain a great...
The Challenge A leading U.S. health and wellness company prided itself on being a supportive resource for its members along their wellness journey. Members called into the contact center for answers to questions about program pricing, lifestyle...
This manufacturer enjoys a well-earned reputation as an automotive customer service leader. The automaker’s dedication to a customer-centric culture permeates every aspect of product manufacturing and support – from slowing production...
Challenge A worldwide humanitarian organisation providing emergency assistance, disaster relief, and educational courses in the United States strives to provide quality support services to people in crisis. To maintain this level of support, it...
The Challenge A pharmacy benefit management organisation wanted to drastically improve the way services were managed across the enterprise. The key challenge was replacing a manual processing approach that was error-prone, time intensive, and...
The Challenge A prescriptive analytics solutions company serving a diverse set of industries needed a more user-friendly platform for building customised vertical solutions. The company’s prescriptive analytics solution was extremely robust...
The Challenge A global health services organisation, with insurance subsidiaries that are major providers of dental, medical, Medicaid and Medicare plans, needed to modernize its claims systems to be more flexible and configurable. The Solution We...
Which Add NOW package is right for your organisation? With over a decade experience in designing and deploying at-home contact centre solutions, we can help you ramp up quickly. Take our free 30 second assessment to help determine which...
Minimise disruption and stabilise customer operations How can I move my contact centre associates to at-home and how can I quickly add more support? We can help you take strategic measures to protect your brand and provide high-quality...
Navigate the new normal and optimise channels Contact centres are the hub of connectivity between brands and their customers. Especially during times of uncertainty, today’s customers demand hyperpersonalised, one-on-one communication...
Enable effortless experiences and virtually deliver at scale The number of inquiries coming into contact centres has increased dramatically and as a result, wait times for resolution are incredibly high. How can you minimise the effort and...
Training support to create a virtual workforce, fast Business needs are changing. Many companies are migrating from bricks and mortar to remote contact centre environments, but most legacy training materials are designed for classroom...
Ramp up teams quickly with our flexible, seamless, and scalable remote contact centre solutions. During this historic pandemic, we highly recommend organisations shift as much of their contact centre workforce to an at-home environment as...
Although our client knew us for our ability to hire, train, and manage our own customer experience associates, in 2011 they asked us for help with their own employees. This multi-national communications provider asked to us develop a better way...
In today’s interconnected and always-on world, consumers demand tools that enable them to interact with brands at their convenience across multiple channels. A wellness brand understands this trend and is striving to better meet its members...
Our client, a leading technology manufacturer, sells thousands of products around the world and interacts with thousands of customers daily through phone calls, email, chat, and online forums. In any given month, the company handles questions for...
Challenge An online eyeglasses retailer with a growing global market wanted to accelerate its positive social media buzz and build more business. Customer sales support was provided by local staff, but with purchase abandon rates running at 30...