from the front line
Reduce cost and improve customer
experience with recommendations
from your front line employees.
Talent that transforms
the customer experience
Customer care associates are the front line of your brand. Every interaction they have with your customers is an opportunity to uncover ways to improve CX. Our proactive solutions framework empowers our front-line employees to make recommendations on how to solve customer pain points and improve experiences using their deep domain expertise and insights.
Increase your bottom line
Proactive solutions analyzes customer data and employee feedback to identify opportunities for people, process, technology and product enhancements. Our front-line employees help provide insights to improve first call resolution, decrease handle time and deflect lower value calls, all positively impacting your bottom line.
36% increase in productivity with re-imagined benchmarks and associate trainingREAD THE CASE STUDY
Deliver delightful experiences
As customer demands evolve, organizations must always be looking for new ways to delight their customers. Our front-line employees collaborate across functions, levels and borders on customer journey maps to understand customer friction points and make recommendations to improve CX.
95% quality score and $16M in savings with expert back-office supportREAD THE CASE STUDY
Increase employee retention
Proactive solutions gives our front-line employees a voice and empowers them to make a difference. Our gamified rewards system recognizes top contributors and inspires them to become drivers of innovation and change. This cultivates a sense of purpose and positively impacts employee engagement and retention.
$4.3M estimated cost savings in 5 years through increased efficiency and employee productivityREAD THE CASE STUDY
Find the right CX partner
for your outsourcing needs
Today’s contact center workforce must have complex problem-solving skills, excel in people management, and possess high emotional intelligence. Finding these new skills in a cost-efficient manner can be challenging. An outsource partner with experience and expertise can take the burden off a brand so it can focus on its core business mission. In this strategy guide, you’ll find 4 reasons why it’s critical to find the right CX partner.Get the Strategy Guide
from your front-line? Our proactive solutions can help.