In a post-pandemic world, NQX recognized the need across client programs to adapt to a growing hybrid workforce with remote and on-site teams. Creating a culture of belonging and engagement among all employees would be critical in optimizing performance and reducing attrition. The goal was to provide guidelines and tools to both incoming and seasoned team managers to lead effectively in virtual settings while staying aligned with the company’s vision of becoming the best hybrid employer in the industry.

This client’s historic outsourcing provider was unable to meet acceptable metrics; showing poor response rates; and struggling with high staff turnover, cost over runs, and poor-quality service. Clearly, the client needed to make a change. The client was so dissatisfied with their vendor that they were willing to transition the work to a new partner in November of 2024 while in the midst of the busiest shopping season of the year.

One challenge the NQX team noticed was that managers were only flagged as having underperforming teams after they fell below a certain numeric performance threshold on the weekly reports.

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 […]