The results - The challenge - T ransforming service productivity for a fast-growing global payments company In November 2015, Paysafe undertook a number of updates to its approach to customer service for the millions of consumers who use its digital wallets. Firstly, the company relocated its customer service operation to Sofia, Bulgaria’ s capital city. Secondly, the company’ s existing operation in Sofia had to move to a larger site capable of housing an enlarged team of agents. Thirdly, a newly-acquired business and its digital wallet product had to be integrated into the new operation. Alessandro Bruno-Bossio, Vice President Sales & Operations, Digital Wallets, says: “Bringing together two companies and changing the logistics in a very small space of time presented us with

Join for free to read