When we consider the employee journey in the contact centre, the first 90 days is often a point of vulnerability both for attrition and low performance.

For a major telecom client, NQX identified that new hire attrition was often driven by gaps in hands-on practice. Many struggled to adapt to tools or scenarios not addressed during initial training.

A Canadian Crown corporation required a partner capable of handling high-volume, multi-channel customer support across various customer profiles - from general consumers to high-value commercial clients. This key partnership needed to not only deliver service but continuously elevate customer experience across voice, email and chat channels.

At the height of the COVID-19 pandemic, a provincial government entity urgently needed contact center support to handle a surge in citizen inquiries and vaccination appointment bookings. The challenge was major:

While customers demand more personalized and digitally enabled services, they also expect an outstanding human experience. And that means for brands to answer the call when all the tech can’t solve the problems […]