Our nimble organizational design ensures that you are one step from the frontlines of your business and that we are analyzing from your point of view. This ensures prompt feedback and optimal results. We work as an extension of your team to learn your specific business needs and understand key touch points. Only then do we formulate a consulting methodology and deliver a precise suite of services that generates actionable business intelligence.
Today’s business landscape is changing. No longer can you rely on contact center data to represent the bulk of your customer interactions. We understand that, which is why our team of specialists constantly evolves with the times and your business to mine valuable insights about your company wherever your customers are saying it. As such, we offer clients a wide variety of service options so we can help them achieve specified results with solutions specific to their needs.
A group with a combined 75+ years of Services Contact Center leadership experience that monitors your account and always available for consultation.
Your Account Director is your subject matter expert, and personally recruits, trains and manages your team – so you can focus your attention elsewhere.
Your Senior Analyst oversees your team mentors, auditors, and coaches, pilots special projects, and ensures calibrations are constantly being made to improve your final product.
Our IT Group analyzes and manages your data network traffic to build your ZViQ data and reporting platform.
Your team of analysts is recruited specifically for their language and listening skills and focus on the details based on your client’s skill profile.
Your Account Director is your concierge and subject matter expert, who personally recruits, trains and manages your team – so you can focus your attention elsewhere.
Your Senior Analyst mentors, audits, and coaches your team; pilots special projects; and is the key driver of calibration and alignment with the client POV.
Your hand-selected team of analysts is recruited specifically for their language and listening skills, proactive detection, and focus on details based on your client’s skill profile.
Our Targeted Evaluation and Feedback program for weak agents results in 40% fewer Call Defects and a 40-point improvement in NPS.