"We decided to engage our managers in one of the bank’s strategic areas — customer care. As one-off events, we brought our executives to contact centers to do the operator jobs. For them, direct communications with customers was a source of inspiration for improvements in their departments. We wanted to make customer communications a standard of the executives’ routine. A distributed contact center for all bank managers throughout Russia helped us to solve this task. However, the telecom solution used by our operators is too difficult to scale up. Therefore, we contacted Voximplant and, within a month, we had a separate contact center for the executives. The service has been around for six months now, and we’re encouraged by its positive results. We managed to engage executives in customer care, which allowed them to hear the voices or our customers and understand their experiences."