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Report

How much empathy do you really need? And what role should AI play?

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Strategy Guide

5 tips to ensure your contact center clicks

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Checklist

3 ways to outsmart an unpredictable economy with superior CX

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December 12, 2014 Client Story

A clear path to customer centricity

Our client enlisted our help to create a project that would to improve operations, employee engagement, and customer loyalty. We used our holistic approach to create a roadmap.
Communications
December 12, 2014 Client Story

Clothing retailer meets peak holiday demands

Come holiday time, our client noticed a phone system dilemma: Their outdated system failed 3x in one year. We migrated the client to a Cisco enterprise solution spanning two data centers
Retail and eCommerce
December 12, 2014 Client Story

Consistency drives efficiencies

A technology manufacturer linked NPS to customer touchpoints to increase accountability and satisfaction
High Tech
December 12, 2014 Client Story

A customer-centric history — and future

Our client was looking to continue its tradition as an industry leader in satisfaction, loyalty, and NPS. We helped implement a new organizational structure and self-help
Financial Services and Insurance
December 12, 2014 Client Story

Customer focus you can take to the bank

Our client saw a need to improve their current call center interactions. We implemented a plan that promoted more employee engagement resulting in 10% improvement in first contact resolution
Financial Services and Insurance
December 12, 2014 Client Story

Customer issues made simple with expert multilingual associates

Our client, a leading Fortune 500 financial services company was looking for help recruiting and training expert associates in various languages. That typically takes several months, but hired and staffed call centers in two months
Financial Services and Insurance
December 12, 2014 Client Story

Energy firm lights its future with customer strategy

Our client was trying to find a way to improve customer loyalty. We helped define a new customer experience strategy and roadmap by defining a consistent CX
Public Sector and Government
December 12, 2014 Client Story

A high-scoring training solution

Our client had just tried a rigorous new training exam that resulted in more failure than success. With our help, they achieved a 162% increase in passing rates.
Communications

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