A small number of well-known carriers dominate the wireless industry. A Fortune 100 telecom services provider understood that differentiating required more than a snappy marketing slogan. It meant having a different lens on the way they do business every day.

For several years, the company had been working on key business and organizational changes. When it came to their North American service and call centers, they needed help empowering call center agents to resolve customer problems more quickly and on the first call. We stepped in to build a customer-centric organization, streamlining processes and enhancing stakeholder experiences.

The client faced problems with manual and disparate operations. Representatives were utilizing a mix of platforms to help solve their customers' issues, which was overly burdensome. These manual problem-solving required representatives to access information from systems one by one while keeping the customer informed. This resulted in frontline staff correlating information from nine different platforms. Problem resolution forced representatives to act as middleware.

These issues led to high call resolution times causing frustration for the customer. Consequently, there was also high representative turnover and subsequent training of new staff. The client's objective was to streamline the 'people' and 'information sharing' part of the organization to reduce resolution time and enhance employee experience.

Instead of a full platform overhaul, we introduced an intelligent information-sharing solution layered with predictive analytics and smart automation to support both agents and operations.

The outcome wasn’t just operational, it was award-winning. JD Power named the client’s tool “Best in Breed,” recognizing the new customer experience.

This collaboration significantly enhanced the client's brand experience and unlocked optimal organizational performance. By streamlining complex information access and empowering frontline staff, we not only improved operational efficiency but also fostered a more positive work environment.

This foundational shift enabled the telecom provider to deliver on its promise of a truly customer-centric approach, leading to tangible improvements in service quality and agent satisfaction.

Our efforts delivered an award-winning customer service experience and cultivated a superior Total Experience across customer and employee touchpoints. By addressing operational challenges with innovative solutions, the client transformed its call center into a model of efficiency and customer satisfaction. This success exemplifies how strategic technological intervention can drive both financial gains and significant improvements in service delivery, solidifying a market leadership position.

This strategic success aligns with insights from The Blueprint to Total Experience, which found that leaders report a 57% ROI on their Total Experience investments. The report also highlights that 46% of organizations report improved employee engagement and morale, 44% note stronger teamwork and 43% report greater staff productivity, which is expected to rise to 52% as new ways of working take hold. These results demonstrate how our transformative solutions empower organizations to deliver superior outcomes and build lasting relationships with customers and employees.