A leading gaming and console provider needed to expand its customer support operations during the pandemic. As demand boomed, the client engaged VXI to provide 50 agents; within six months, the operation had 235 FTEs.
The success of this arrangement can be attributed largely to infusing the gaming culture into the contact center environment. Training, a gaming library, experience labs, and engagement activities are all designed to blur the lines between corporate and gaming mindsets. With creative thinking, agent and player experience results have soared.
