Is it possible for an organisation to transform its customer experience and dramatically increase efficiency in only eight weeks? According to SHL, it is. By standardising on NewVoiceMedia’s ContactWorld for Salesforce, this global leader in talent management has increased customer satisfaction from 3.95 to 4.5 (on a scale of 1-5), achieved 95 percent first time resolution, and shaved an average of 15 seconds off each of the 124,000 annual

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