RRS, the largest sewer cleaning company in the Netherlands, is headquartered in Enschede, but the organization has a clear Rotterdam mentality. People work hard in a hands-on manner, an the company solves its own problems. Nevertheless, some challenges require an expert. Here’s how an opinionated family business without a contact center has decided to innovate….

Sharing information plays an important role in the positioning of the customer contact center within the organization and of APG towards its customers. APG is the largest pension provider in the Netherlands. Funding ratios, investment returns, and potential pension discounts: we hear these terms almost daily on the news. Pension provider APG, the largest in…

At Cygnific – the contact center that serves Air France KLM’s customers, among many other things – real-time information provision is part of the transition to a Lean Six Sigma organization. In this context, Cygnific considers both customer-related and process-related information. Wall displays exist for employees, not for managers. KLM operates in a complex setting….