All-in customer experience management

Our contact teams go on a journey of learning and training to deliver world-class customer experience management. We provide an essentials curriculum for contact team leads that includes: 

• Individual career coaching
• Smart action planning
• Root-cause analysis
• Leadership competencies and social styles
• Coaching different types of learners

Our dynamic training immerses agents in your brand’s culture to quickly get up to speed. We use train-the-trainer and stop-and-sync training techniques to deepen agent understanding and improve customer interaction. And learning continues after training—contact teams continue strengthening their skills and expertise, quickly closing any knowledge or process gaps in your systems.

There’s no trade-off between deep training and time-to-value. We hire right the first time so performers hit the ground running and stick around for the long haul—so your CX is always in good shape.

Ubiquity is well … ubiquitous—we make sure your customers can connect with your brand on any device, in any channel and at a standard that exceeds expectations.

• Ubiquitous delivery: Our contact center model provides uniform security, flexibility and scalability to match your business demands, whether you need in-center, in-cloud or a hybrid.
• Engaged brand ambassadors: We immerse support teams in your brand culture (and plenty of SWAG). Coaching, incentives and interactive learning develop agents into proud brand advocates.
• Extending the loop: The momentum doesn’t stop after setup. Everyone at every level finds ways to improve and invest in success. We keep driving more efficient processes and aim for the best customer experiences possible.

We believe tricky customer challenges can be great opportunities to build loyalty. Customers remember moments where world-class CX flips negatives into positives.

Our agents are armed with deep industry knowledge—across financial services, healthcare, ecommerce and more. That means they’re empowered to take the shortest route to high-value outcomes—even if that means going off-script. That’s the kind of world-class CX we help disruptors pioneer.