Capabilities
Customer Service & Call Center
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the veracity difference
Today, Customers Have the Power
As a customer, there’s nothing more disheartening than hearing a recorded voice deliver the news of an excruciatingly long wait time. Any lag in service can result in a big hit to brand loyalty. That’s why our call center consultants go above and beyond to help manage high ticket volumes, agent turnover, and slow resolution times in customer service centers.
Prioritizing human needs over tech solutions allows us to resolve customer challenges at their source, establishing our proven track record of delivering impactful customer service experiences from self-service to case resolution to enhanced training and processes. Whether in healthcare, financial services, or consumer packaged goods, our tailored solutions ensure efficient and effective support across all channels.
Service Model Vision & Strategy
A seamless user experience is key. Our strategies provide a “no wrong door” approach, optimizing service and enhancing relationships. We craft roadmaps that align your channels, technologies, and touchpoints to guarantee consistency and satisfaction in every interaction.
Service Delivery & Process Optimization
Efficient delivery is crucial. We analyze your workflows, identify bottlenecks, and implement streamlined solutions to improve response times, reduce costs, and increase customer satisfaction. Our approach defines each service journey, personalizing experiences to match your customer needs.
Partner Delivery Tool Implementation
Our Elite partnership with ServiceNow streamlines workflows, enhances collaboration, and delivers exceptional service experiences. We ensure seamless integration, tailoring solutions to your customer needs. ServiceNow maximizes efficiency and boosts productivity across all service areas, enabling your teams to operate more effectively and achieve your business objectives.
Measurable Results & ROI
We drive tangible improvements and ensure your investment yields significant returns by defining key performance indicators (KPIs) and metrics to quantify the impact on customer satisfaction. Our approach not only enhances operational efficiency but also fosters long-term growth and strengthens your competitive edge in the market.
Practice leaders
Meet the Experts
Rachel Adler, Managing Director, Health Vertical Lead
Happiness does not come from doing easy work, but from the afterglow of satisfaction that follows accomplishing difficult tasks that demand our best.
Todd Fudala, Managing Director, WXM Technologies
Technology is the backbone of the future, and ServiceNow paves the way towards that future with its visionary solutions.
Jen Jones, SVP, Brand Experience, Business Development & Marketing
Streamlining backstage processes improves the employees’ experience, which, in turn, allows them to create a better user experience.