FAB is working to become a more efficient, customer-centric organization. They asked us to help them identify which aspects of their Contact Center's daily operations could be improved, aligning strategy with the company vision. The Contact Center received a tremendous number of customer calls, and FAB wanted to leverage this touch point to meet its customers' needs, creating a more meaningful relationship.

Together with FAB, we re-imagined their Contact Center strategy and operations, shifting the focus to be client-centric, and finding ways to empower the FAB contact center employees. We traveled to the FAB Contact Center in the United Arab Emirates to get an onsite perspective of the situation. While there, we interviewed key stakeholders and accompanied them during their workday.

We uncovered 50 actionable opportunities that could be leveraged to improve the experience for both customers and employees, improving efficiency in processes and driving more reliable and sustainable growth. We developed a continuous improvement process to create and implement new solutions to satisfy the needs of both users and the Contact Center.