We are driven by an inconvenient fact
To keep up with customer expectations and competitors, companies add more digital self-service offerings including bots and IVAs, expecting these new solutions to displace costlier human agents and improve customer experience. Unfortunately, research shows these investments have the adverse effect, driving customer satisfaction with contact centers at an all-time-low
Contact Center Satisfaction Index
(Source: CFI Group, 2020)
Accountability
We think and act responsibly, always prepared to justify our decisions
Digital
We recognize the power of technology and accept its impact in our lives
Performance
We evaluate our actions in terms of how successfully they were performed
Standards
We insist on pursuing and protecting
the highest levels of quality
Novelty
We relentlessly introduce and market new and unique offerings
Lean
We keep things simple and produce the least amount of waste possible
