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Built by customer service leaders, for customer service leaders Republic Wireless built ArenaCX internally to keep up with growth, align capacity to volatile demand, create built-in continuous improvement mechanisms, get on the same page with BPOs, and refocus the internal team on CX and analytics. After running the program successfully for two years, earning industry-leading KPIs and winning several awards, we decided to share this new approach with others.
ArenaCX completely transformed our approach to support for the better. Instead of focusing on recruiting, training, and scheduling, our customer service leaders now focus on CX and drive strategic business outcomes. Every KPI and business measure improved dramatically. --Chris Chuang, CEO, Republic Wireless
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