“I am writing today to thank you and your team for the work you have helped us with in our Contact Center. All indicators are we are on a new trajectory; our service levels are up, our abandonment has dropped from double to single digits, our speed of answer has gone down, and we are producing much more consistent results. Our representatives are actually excited about the changes and they are responding very positively to their newfound success. It was great to work with folks that understood the strategic, operational, and technical aspects of our Contact Center. We were very relieved to learn our previous technology investments needed only some reconfiguration to best support our needs. We feel we were not only assisted by our engagement with PowerHouse, but educated – empowered to continue to improve our Contact Center positioning and performance based on the thoroughness of your assessment, the subsequent report, and identification of explicit initiatives to undertake. As I said we already see the improvements and remain excited about our continuing work with you as we move through our ‘list.’ Thanks again.”