Our Approach

Your company is unique and so are your customers. We want to know everything about them – what they value, where they are and why they care about you.

You are Unique

We look at your customer journey from every possible angle, while collecting data that will allow you to personalize each interaction, leading to loyal and engaged consumers.

We train our agents on your culture, so that they are as passionate about your brand as the people they are serving. This alignment takes everything you are doing internally, and brings it to life in a flexible, outsourced environment. We love to innovate, drive performance, and give you access to the information you need to raise the bar.

READY

Getting Started – Whether you’re growing your team or ready for a change, we know that choosing a new partner is tough! Our Implementations Team will project manage every element of your transition. They are your one stop shop for questions, concerns and ideas.

Building Your Team – We will work together to develop and enhance your agent profile with one goal in mind: recruit the best ambassadors to represent your brand. Our team builds and reinvigorates training curriculums for our clients. From established training materials to new programs that need testing and process, we are ready to get your team up to speed.

Building Your Space – Creating culture isn’t just paint on the walls. It is about immersing your team in your brand, making them proud to come to work every day. By creating innovative spaces, we will give your ambassadors the confidence to represent your brand voice on every interaction.

“We want to be a true extension of each brand we work with”

SET

We are laser focused on providing operational expertise, recommendations and financial accountability.

Workforce Management and Business Intelligence – We want to stay accountable to your consumers, budget and team. 

Coaching – Setting goals and coaching the right behaviors is a key to the ongoing success of your program. We provide real time feedback to your team based on KPIs to increase agent confidence and performance. 

Pathfinder – Our internal career pathing program is designed to foster growth and development. Focused individuals, the Pathfinder program leverages online, classroom, and self-directed learning to prepare our future leaders.

“100% focused on creating an intentional culture of leadership and performance”

GO

We want to understand your customers, and find ways to enhance their journey.

Customer Experience Team – We work closely with our clients to provide actionable recommendations that will positively impact their consumers. The feedback loop with our clients guarantees constant communication and improvement. We focus not only on maintaining high levels of service, but also on achieving long-term business goals.

Professional Services – Our Team pushes the boundaries in terms of what can be achieved in the contact center. These Developers and Reporting Experts bridge the integration gap during implementation and deliver innovative technical solutions during the life of the program. From CRM and CTI integrations to deploying emerging technologies, our team creates unique applications to reinvent your customer care.