Introducing: Experts

Digital Vault

We’re kicking off our Customer Service Week with a major name drop. But it’s not what you think.

As we looked across our network of home-based employees, we realized that there is something special about the high-quality support our frontline team provides to our clients’ customers. In addition to being so effective (FCR 85%!), our fantastic employees become true experts in our clients’ businesses. Our teams collaborate and learn from each other every day to up our game. Our great work and proactive self-development are the driving forces behind our decision to drop the name “agent” from our customer support team members.

Our agents will now be called Experts!

We’re changing everyone’s job titles. And we’re telling everyone – our current and future clients. We’re celebrating our consistently excellent service across nearly 2.5 million interactions a year that cover over 100 products and services.

“Expert” is also an acronym for the entire organization and our approach to developing innovative solutions that exceed our clients’ expectations.

Excellent:our standards are high and we strive to deliver exceptional outcomes
eXperienced:we know what matters and continually improve
Purposeful:we make deliberate choices to create meaningful results
Enterprising:each of us accepts the responsibility to do things better
Respect:we treat each other and all of our customers as we hope others would treat us
Transformative:we strive to build what’s next and make an impact that’s undeniable

To our Experts that represent our client’s brands everyday – thank you. I am very proud of the work you do, and am excited for what we will accomplish over the next year. I couldn’t think of a better team to have by my side.