Case Study: Technical Implementation and Speed to Production Expertise

During a recent Intouch@Home launch with a complex client partner, we showcased our technical expertise to configure a Salesforce implementation that met the client’s needs in less than four days. We leveraged team collaboration, training expertise, and our strong vendor partnerships, to deliver exceptional results on a tight timeline. Some highlights of the program launch include: Developed a new training ... Read More

Case Study: Virtual Program Launch

We transitioned an on-campus customer service program launch for a new retail partner into a 100% virtual launch in one week, after original implementation plans were disrupted by the global pandemic of COVID-19. Throughout this transition, we leveraged key considerations such as culture, training, structure, and creativity, to deliver fast execution of our Intouch@Home solution. Some highlights from the first ... Read More

Put The “Custom” In Customer Service: Enhance & Share

In our most recent blog post, we discussed the importance of customization when it comes to communicating with client partners and recruiting and hiring for dedicated programs. To dive deeper into customization capabilities, we’ve outlined the final two stages: training and reporting. ENHANCE THROUGH TRAINING We care about our brands, and want to provide the highest quality customer service possible ... Read More

Thought Paper: Put The “Custom” In Customer Service

No matter how you try to spin it, customer service is NOT one size fits all. Every brand is different and has customers with unique needs and concerns. Creating a customized customer service solution for client partners results in improved client satisfaction. We’ve broken down a customization strategy into four key phases : Connect through communication Select through hiring Enhance ... Read More

Case Study: Customer Service Training Success

People are our greatest asset. In our partnership with a well-known travel software company, we invested in our people throughout the entire recruiting, training and nesting process. We were challenged to reach a 90% accuracy goal, which we hit by week 4 of our Wave 1 launch. Fill out our form to read the full case study.

Case Study: Recruiting and Training for Large-Scale Launch

In our partnership with one of the world’s largest sportswear brands, we used a specialized recruiting and training strategy to hire a team that embodied the qualities, skills, and background needed to support their customers within a tight timeline. We were challenged to recruit and hire a brand new team of 400 members within 9 weeks. We achieved this through ... Read More

Case Study: High Retention During Program Launch

We firmly believe that hiring brand advocates with the right skill set and cultural fit sets programs up for success. In our partnership with a large music streaming service, we achieved more than 99% retention during program launch. But how? Through a combination of: Targeted Recruiting Interactive Interviews An industry-leading training program Fill out our form to download the full case study. 

Key Areas for Evaluating Contact Centers

Determining which contact center to partner with can be a difficult process, especially if it is your first time outsourcing. With multiple partners to choose from, what criteria should you use to determine a good fit for your company, your program, and your needs? Three areas to consider when evaluating your potential partners are innovation, people, and operations. INNOVATION New ... Read More