Shadow is a Cloud service that allows users to stream a fully featured gaming PC to any device. They sought our support to establish a multilingual contact centre.
The challenge
The first challenge was to support Shadow in its first Outsourcing venture. Working with the Shadow team, we updated the knowledge base, structured training modules in new languages, and conceived a ‘best practice’ book to save time on the next site opening. Equally we helped them in a multilingual capacity, creating a Helpdesk that would operate in both German and English.
Services provided
Our approach
We created an international team in charge of making each new complex launch a success. With a 2 months implication on site before and after the go live, a dedicated profile familiar with implementing and structuring new activities was a key support together with an experienced management team in the success of the launch.
Outcome
With support from the Shadow team, we created a dedicated space and atmosphere, which included a gaming zone and some video games contests, to make our agents feel closer to our client’s culture and ethos.
