CASE STUDY:
CLIENT
North American Industrial Supply organization 
SITUA­TION
The existing quality assurance model had agents focused on process compliance rather than listening to the customer.
OBJEC­TIVE
Develop and implement multi-channel quality assurance model linked to customer experience feedback to drive customer loyalty.  
WHAT WE DID

Reviewed existing quality assurance program and overall customer service operations compared to best practice 
Create value system and approach for culture and strategic direction of organization; create prioritized plan by channel to drive adoption and focus on customer experience through collaboration with stakeholders throughout staff and operations organizations
Implemented all aspects of plan including technology optimization, model testing, communication, training and change management using agile methodology

OUT­COME
Customer-focused quality program rolled out to 1000+ agents and 100+ leaders in North America, driving focus on customer experience.