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Case Study

Helping an Internet Service Provider Modernize Contact Center Operations

Overview

In the world of Internet Service Providers (ISP), customer experience is key. ISPs deliver a mission-critical service to their customers and as a result, customers expect the service to just work. And when it doesn’t, service teams need to quickly and emphatically resolve customer issues or risk losing customers. Thankfully for Earthlink, customer satisfaction has been a strong suit, being ranked as 2020’s Best ISP in Customer Satisfaction by HighSpeedInternet.com. Looking to further invest in their customer experience and develop a more embedded operating model with their BPO partner, Earthlink partnered with Cresta to enhance customer service and sales operations.
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