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Our People

Informed Every Step Of The Way.

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.

Versatile Specialists For An Ever-Changing Business Landscape.

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.

  • Data Collection

    • Contact Assessment for call, chat, email, and social media monitoring
    • Data Aggregation to import performance data and voice of customer
    • Call Diagnostics to capture Customer actions and issues
  • QA Process Development

    • Customized Scorecard Strategy & Development
    • Sampling Strategy
    • Criteria Definition & Documentation
    • Speech Analytics Query Development
  • Campaign Analysis

    • Trend Analysis
    • Issue Identification
    • Sales/VOC Correlation
    • Interaction Analysis
  • Performance Management

    • Calibration & Focus Sessions
    • Train the Trainer
    • Coaching Seminars
  • Performance Tools

    • Scripting
    • Screen Flow Development
    • Agent Job Aids
    • Training Audits
  • Agent Certification

    • Simulation Calls
    • Agent Voice & Accent Certification
    • Inbound Mystery Calling
  • Vendor Management

    • Contact Center Site Audits
    • Contact Center Selection
    • Launch Management
  • Other Services

    • Voice Vault – central repository for call recordings
    • QA System Hosting

An Experienced Team That Works For You

Management Team

A group with a combined 75+ years of Services Contact Center leadership experience that monitors your account and always available for consultation.

Account Director

Your Account Director is your subject matter expert, and personally recruits, trains and manages your team – so you can focus your attention elsewhere.

Senior Analysis

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.

IT Group

Our IT Group analyzes and manages your data network traffic to build your ZViQ data and reporting platform.

Analyst Team

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.

Winning Team

Success Starts With A Winning Team

Account Director

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.

Senior Analyst

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.

Analyst Team

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.

Improving Agent Performance

Improving Agent Performance

Our Targeted Evaluation and Feedback program for weak agents results in 40% fewer Call Defects and a 40-point improvement in NPS.

View Case Study >