Client Successes and Case Studies 

At tpc, we are committed to delivering the key ingredients for client success, combining our experience across industries and business functions with our products and professional services.

Read our case studies to learn how we help our clients achieve high performance by leveraging the voice of the customer on a daily basis.

Teleflora Recruits Customers to Coach Agents

To use the voice of the customer to improve their experience with the contact center, Teleflora man- agement decided to step back and allow customers to express their needs and wants directly to the frontline. Using an enterprise management solution called Customer Driven Manager (CDM), developed by Tamer Partners Corp., customers are recruited to coach Teleflora’s frontline agents on how to improve specific behaviors.

Customer Profile:The E-470 Public Highway Authority

“Using Bouquet survey results allows us to simplify our organizational key performance indicators (KPI). Our monthly measurements of Bouquet feedback is used to compile more concise, simpler and more tangible performance analytics to better measure our overall customer services offerings. Bouquet helps us to focus on more over-arching success measurements rather than many of the more conventional contact center metrics. Doing so has helped us save time, become more efficient with our use of staff and ultimately allow us to provide better services (as measured by our customers).”
Dave Kristick
Deputy Executive Director and Director of Operations, E-470

CDM Bouquet Training hones contact center agent skills

Bouquet Training, a module in the Bouquet CDM platform, enables contact center managers to customize agent training courses based on customer feedback.