Ni-repost ito ni Continuum Global Solutions
Vice President, Client Services | Founder @ Emro.ai | CX Advisor | Expert Contact Center Executive: Client and Vendor Expertise
Our client said it was "nearly impossible." Our Continuum team said, "𝗖𝗵𝗮𝗹𝗹𝗲𝗻𝗴𝗲 𝗮𝗰𝗰𝗲𝗽𝘁𝗲𝗱." We're celebrating a milestone for the team at Continuum Global Solutions. Here's a personal version of the team's journey as I return from visiting them this week. 𝗧𝗛𝗘 𝗧𝗔𝗦𝗞 A client came to us with a challenge—launch a new office and scale from zero to several hundred customer experience and sales agents within 18 months. The client looked to close gaps in their staffing, cost alignment, and CX. 𝗔 𝗧𝗪𝗜𝗦𝗧 The client tried to solve this with other companies before, but none succeeded. The task was tough: maintain top-notch customer experience scores while ramping up quickly. 𝗖𝗢𝗡𝗧𝗜𝗡𝗨𝗨𝗠'𝗦 𝗦𝗢𝗟𝗨𝗧𝗜𝗢𝗡 Our team took it head-on. We found the perfect location, built a fantastic leadership team, and recruited and trained hundreds of customer experience and sales professionals. Despite the challenges, we kept our customer experience scores at industry-leading levels—something previous competitors couldn’t manage. 𝗧𝗛𝗘𝗡 𝗜𝗧 𝗛𝗔𝗣𝗣𝗘𝗡𝗘𝗗 The client, thrilled with our results, asked us to double our team size in that office. Check out the picture below from this week of our team walking through the construction site where we’re expanding the office and team. Cheers to the global team at Continuum Global Solutions for proving that with the "one team" approach, even the toughest challenges can turn into remarkable successes! 𝗖𝗵𝗲𝗲𝗿𝘀 𝘁𝗼 𝘁𝗵𝗲 𝘁𝗲𝗮𝗺 𝗺𝗲𝗺𝗯𝗲𝗿𝘀 𝘄𝗵𝗼 𝗺𝗮𝗱𝗲 𝗶𝘁 𝗵𝗮𝗽𝗽𝗲𝗻: Jeff Austin, Henry Mercedes, Brian Rausch, @Hazen Garcia, Jose Nunez, @Staphanie Moscatello, Carlaleandra Vargas, Steve Bright, Lisa Hanlon, Tracy Hahn, @heidi berthelot, David Mills, Charles Pietruszka, Lisa Kojis and so many more. Who did I miss? Tag them in the comments below. ---------------------------------------------------------------- If you've been tasked to scale your customer experience or sales operations, get in contact with me so I can introduce you to the team at Continuum Global Solutions. Continuum has cracked the code on rapid, high-quality scaling that others deemed "nearly impossible." Let's partner together to transform your CX and sales performance before your competitors do. ----------------------------------------------------------------- All views and opinions expressed are my own and do not necessarily reflect those of my employer or any organizations or individual mentioned.