Driving customer experience focus in B2B interactions

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.