Value: T oday, the digital experience and call center experience both need to be best-in-class. Call quality ratings have improved, with ratings consistently averaging industry leading levels in any month. STI’s flexible business model enabled absorbing spikes in volume without negatively impacted results or customer experience. Inbound sales, augmented Inbound sales, augmented by proactive outbound customer contacts, account for a meaningful component of total channel sales for the company. With more insightful analysis of customer feedback, our client’s executive team can make well-informed decisions on website design, applications and sales offers. Solution: After meeting with our client, STI program management consultants with expertise in online experience reviewed feedba

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