How We Operate
We believe listening is the most important thing that we, our clients and agents can do. Listening is a discipline. We start listening with the customer. Understanding their experience, their state-of-mind and end goals drive everything else that follows. By listening we can create a roadmap to get to your desired state. The point is not to find mistakes or cast blame on the agent….the goal is a happy customer. Our structured listening sessions always keep the customer at the center and we examine all the components necessary to help agents achieve their goals. Beyond simply agent performance this can include examination of hiring, staffing levels, IVR prompts, technology, workflows, training and call guides.