Page 11 - Joshua Ocampo - 12 Berners (Portfolio)

Narrative of the Company

Historical Background of the Business/ Name of the business:

- When Hawaii’s largest and longest running recreation company required to make a contact center,
nearly from scratch, it turned to Connext. For years, the consumer had relied upon booking by the event
venues. But, dynamic market conditions needed them to start direct booking.

With a cast of premier performing artists and entertainers, the client was a standout success. But taking
reservations from guests and tour companies, along with all the coordination required with the venues,
was a whole new set of skills. Not only was it a tight labor market with high wages, the management
team had limited experience in this new facet of operations

As an extra challenge, the Connext employees had to become specialists on Hawaiian and Polynesian
culture, food and recreation, moreover because the multiple supplying queries associated with every
venue.
The answer was found through intensive direct coaching by the shopper and a cloud-based contact
center solution. The Connext team and also the shopper worked closely along to rent experienced
agents and to form a coaching arrange centered heavily on product information. Once the team was
skilled with arriving calls, they took over coordination with the venues and are making ready to start
departing activities. The Connext team managed the whole implementation of the Contact Center
technology with continuous shopper input on all configuration selections.