Opportunity Part of the retail operations division of a Fortune 500 energy services company, this organization, which offers repair solutions and maintenance plans to homeowners, handles close to one million calls a year, providing 24x7 support to customers owning 1.2 million warranty and leasing contracts. Executives in the organization strongly believe that the customer experience is closely linked to customer focus. At the forefront of its strategy is a belief that motivated and driven employees who deliver an excellent customer experience are core to the organization’s success. As such, the organization was seeking to create a customer-centric culture throughout its operations. One element of this customer-centric culture is a focus on contact center “first-person” r

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