![FactSumo-MSP](https://blog.factsumo.com/wp-content/uploads/2024/06/FactSumo-MSP--1024x576.png)
The Managed Service Provider (MSP) industry is evolving toward next-generation managed services, known as Operate services. Businesses today want more than cost savings—they need service providers who can manage strategic, high-risk operations. This shift is driven by disruptive technologies, essential but scarce skills, and increasing risk and regulatory pressures.
Our client is leading this evolution by focusing on business outcomes rather than cost efficiency. A key strategic shift has been transforming their third-party call center into a crucial function that enhances customer satisfaction and loyalty.
Key needs:
Our client sought a creative, cloud-based training solution that enabled them to launch a more robust training program focused on improving customer experience and reducing interaction costs.
![Challenge (1)](https://blog.factsumo.com/wp-content/uploads/2024/06/Challenge-1-1-724x1024.png)
![Solution](https://blog.factsumo.com/wp-content/uploads/2024/06/Solution-1024x576.png)
![Expanded training topics](https://blog.factsumo.com/wp-content/uploads/2024/06/Expanded-training-topics-300x300.png)
![Lower interaction costs](https://blog.factsumo.com/wp-content/uploads/2024/06/Lower-interaction-costs-300x300.png)
![Enhance customer experience](https://blog.factsumo.com/wp-content/uploads/2024/06/Enhance-customer-experience-1-300x300.png)