With Sandrine Asseraf from Webhelp - How reimagining your CX process could lead to a large competitive advantage.
In this series we will discuss Contact Center industry trends and best practices, as well as sharing success stories and pain points with some of the most innovative professionals in the industry. Join us as we learn and grow together in order to provide world class customer service to each and every one of our clients.
Webhelp
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[00:00:00] Dave Hoekstra: welcome to working smarter, presented by Calabrio, where we discuss contact center, industry trends and best practices, as well as sharing success, stories and pain points with some of the most innovative professionals in the industry. We're glad you're joining us to learn and grow together in order to provide world-class customer service to each and every one of our clients.
My name is Dave Hoekstra product evangelist for Calabrio and my guest today is Sandrine Asseraf she is the group managing director. America's an ESG for Webhelp, and we are so excited to have you on today. Thanks Sandrine and welcome. How are you today? How's everything going?
[00:00:45] Sandrine Asseraf: I'm good, Dave, thank you so much for having.
[00:00:47] Dave Hoekstra: Fantastic. And it's, it's great to have you joining from Paris. We've got, we've got a really exciting episode, but I think my first question right off the bat is tell us who you are. How did you get where [00:01:00] you are today? Give us a little background on Sandrine.
[00:01:04] Sandrine Asseraf: Well I was born in six months later. I fell in love with the BPO industry but it's old York society.
Cause I'm not sure that happened to anyone. But I actually really, I mean, I'm really enjoying, I've been in the BPO industry for many, many years in several different companies. And I really enjoyed the link that we can create between innovation and technology and how our people can contribute to the change.
And how also can we contribute to having an impact from a society point of view? True. The, our role as. So it hasn't made a lot of sense for me for the last for many years, I'm actually based in Miami regularly and responsible for the Americas. We've we're about open, also oversee our, our yesterday.
[00:01:47] Dave Hoekstra: That's great. It's great to meet actually, somebody who's passionate about the BPO industry as well. I spent some time working at a BPO myself. It's actually where I kind of got most of my industry experience working [00:02:00] for BPO and the fun challenges that a BPO has to deal with on a day-to-day basis. And so that leads me to.
Probably my next question is what, what is Webhelp for those of you? Those are the listeners who might not be familiar with Webhelp. What does Webhelp do? And, and how does that impact the contact center industry?
[00:02:20] Sandrine Asseraf: We are. So we're a BPO player we've been we've been around for more than for nearly more than 20 to 22 years. Now we're a global player. And we like to say that we. We, I mean, we're digital, we're accompanying all digital customers. And we'd like to think that we changed the game in that space.
So we cover most of the interactions that are between a brand and the consumers. But beyond that we now have a whole set of digital content services that include content, moderation, data notation, and all the challenges around. How do we contribute to creating a more ethical content on the internet and in our world in general, we accompany all the [00:03:00] customer engagement that goes between a brand and its consumers, but we also accompany their sales and their growth.
And we'd like to contribute by creating teams that are going to be dedicated to the growth of our, of our, of the brands that we partnered. And of course we have a whole set of specialized services that I want to hammer you with right now. But we were very present in accompanying the brands in their growth.
That's that's I think that's the idea. And we'd like to think that's the, that's the world.
[00:03:24] Dave Hoekstra: You know, in my experience working with BPO's, there seemed to be kind of two types of those, those organizations, right? There are the ones who will kind of take anything that's thrown at them. We'll take any type of call.
We'll take any type of type of chat whatever you need. We'll we'll just be there to handle it. And then there are the other BPOs that create a partnership. There are the ones. That truly try to become an extension of the brand of the organizations that they're working with. And I feel like web health probably falls in that second category.
Would you agree?
[00:03:58] Sandrine Asseraf: I would, even though I think [00:04:00] the secret, they think in their job is to be super humble. So I absolutely agree in the sense that we like to think there's a meaning to what we do in the, in society and how we do it and the quality that we attached to it. And for that, it needs to be considered.
By our partners as a premium service, because they've, you know what I mean? It's so important to keep your customers to grow the relationship with your customers, that you need to take it seriously, but at the same time, let's be humble. And and let's, you know, we continue we're on a growth path.
We've been on a growth path for 22 years and yes, we tried to keep that absolute obsession for quality and everything with. To our clients. And that's why I like to call them partners because the best way to make us work together is if we have their trust, if they have our trust and we can build together a long-term journey.
[00:04:49] Dave Hoekstra: That's great. And it's, it's really cool to see passion in that industry because. Sometimes lacks that it's sometimes lacks the organization, truly trying [00:05:00] to find that, that goal. And it's really, it's really nice to see as someone who worked for a BPO, I can say that there are some customers you do have that strong passion for, and then others that maybe not quite so much, but we won't talk about that in depth today.
Now. It's funny because the BPO and the contact center industry in general got a really strong shot in the arm. Something happened about two years ago. I don't know. Maybe you heard about this global pandemic that that, that, that came in. And it's really interesting because in all honesty, a lot of the conversations before.
The pandemic started were is the context center going to be a long-term solution? Is it going to be something? And the, the, the, the revolution in CX during the pandemic really, really kind of revitalized a lot of contact center industry practices and things like that, and what it actually led you guys to [00:06:00] do, you kind of commissioned a study and what's, what's great.
Is that. The, the results of this study that came out are actually pretty fascinating. And there's a lot of cool stuff we're going to talk about today. This this study that came out, it's called re-imagining customer experience management for a competitive advantage. All right. So let's take a look at that title for a minute.
Re-imagining the customer experience management. And so this whole idea that we're not. We're not in customer service anymore. We're in customer experience and managing that and how and how we can turn that into a, an advantage. And so some of the key things that that came out of this, I want to talk about, but before we do what led Webhelp to kind of put this study together?
Was there a driving factor? Was there something that that, that led down this road?
[00:06:49] Sandrine Asseraf: Well, I mean, I think it goes back to my point about being humble. I think that's one of the things that has kept us motivated and determined since our inception is really how [00:07:00] do we always make it better? And we like to say it well, we'll eat.
It's always better than best, you know? And, and part of that is you can't just sit there and think we're better than the others. The ma the way to make it work is to consider it as always a way to improve. So that study and is part of many initiatives that we try to do to better understand what is going on in the market.
And that means understanding what other other companies are doing, understanding better, what hasn't worked, what has gone wrong, so that we can learn from learn our lessons. And understanding what are our partners expectations? And what's
[00:07:35] Dave Hoekstra: unique about you guys being a BPO is you have the ability to try things.
You have the ability to test things that maybe a singular organization wouldn't right, where you have, you know, multiple customers where you can, you can, maybe you can maybe try a new initiative and see if it works and, and then turn around and apply it somewhere else. And that's, what's really cool. And so.[00:08:00]
That's really
[00:08:01] Sandrine Asseraf: cool. Yeah, no, I'm sorry. I was thinking it's it's we like to think that it's even cooler for the brands that we partner with, because it's an amazing opportunity for them to also benefits from. Innovative, you know, initiatives and ideas and, and, you know, as long as we partner there's a lot, we can try and test it together to make it better and
[00:08:23] Dave Hoekstra: sorry for cutting.
No, absolutely. And that's why I get so excited about this kind of stuff is because when we, when we do talk about. Learning from what we try and what we know you guys had the opportunity to you. You almost have this neat little lab that you can test different things in and multiple times over. And so my point would be, is for our listeners, is that Sandra knows what she's talking about here, ladies and gentlemen when, when it comes to these kinds of things.
And so that's why I was excited to talk about this particular survey. So let's talk about some of the key findings that came out of. [00:09:00] And I want to, I want to hit some of the key points, right? The first one that I really, that really jumped out to me is that you, you, your respondents to the survey said that 72% of those people described the pandemic as having a positive effect on overall customer experience dealer.
So how did, how did we get to that point? How, how did it have a positive effect and on one, what CX might be perceived as.
[00:09:28] Sandrine Asseraf: Well, I think what our, our, our partners have realized true defend DEMEC is how, I mean, a lot of them already know that, but once, once the stores have closed ones, older life points of contacts are disappeared.
We became the only. External image of the brands that we were partnering with and serving. And and, and that was, that has become absolutely paramount. That's any interaction, any image, any brand awareness that we were creating through those [00:10:00] interactions was super positive. And especially in a context where we felt the letter.
Where the people were reaching out, some of them in despair in absolutely need for help you feel. I think it's probably a little bit of a conjuncture of, of two, two, you know, two events at the same time, the need for her. And at the same time, the idea that this is going to be my image of the brand that I'm reaching out to.
So I think we've seen a, and even stronger owners put on excellence an even more, you know, an even higher attention, our brands and the, the brands that we serve have been reaching out to increase for, in a lot of cases to increase the amount of service to increase the volumes of service we were that we were supporting in order to make sure.
That's the quality of the service would be there. Then the speed of response would meet the expectations of their customers.
[00:10:52] Dave Hoekstra: So it's, you know, basically the point is, is that the, and tell me if I'm on track [00:11:00] here, the pandemic kind of allowed us to focus on that delivery as opposed to there just being so many things.
Do you know, and I know that was a big part of what was happening before the pandemic is the number of channels, the number of delivery models, the number of things was getting overwhelming and the pandemic kind of laser beam focus, everything into that, that customer experience and that singular focus is that kind of the approach that we're talking.
[00:11:28] Sandrine Asseraf: Yeah, for everyone who's listening that we work with. I don't want them to think that that they're not paying attention the rest of the time, because stress for a lot of people already all year long, pay a lot of attention to the quality of the service that we're providing. But I think from the brand's point of view, yes, there was a lot of focus in making sure.
That they kept abreast the relation to a very strong and good relationship with all their customers.
[00:11:52] Dave Hoekstra: So did Webhelp have to switch and
[00:11:55] Sandrine Asseraf: continue to grow? I'm sorry, because of course there was part of that was also about about growing. [00:12:00] You know, there are two rules in the customer, you know, in the, in the BPO industry is the first one is always more expensive to find a new client than to keep an existing one.
So make sure that you keep your clients, but especially in times like the pandemics, how do you grow? You. Remotely as well. So how do we, you know, it brought a lot of questions as to how can we be the only channel for growth to support them?
[00:12:23] Dave Hoekstra: Absolutely. And it makes a lot of sense and I can see why a lot of.
Clients trust in what Webhelp is bringing, because that focus is important. You have to have a mission, you have to have, you have to have a reason to do what we do. And if you, if you stay true to that, you're going to probably reap the benefits. And so I'm curious though I assume Webhelp had to send most, if not all of your workforce home to work during the pandemic.
I, I'm assuming that's true. And a big part of your study kind of focused on. The long-term play of work from home. Where, [00:13:00] so in the survey it said that 90% expect working from home to be a permanent part. I'm kind of interested what the other 10% are thinking at this point. But the. Where w this, this work from home model or the hybrid model or whatever we wanna call it.
Where do you think that's going to lead us when it comes to CX? Is this going to make CX better? Is it going to make, make it worse? How are we going to approach that?
[00:13:26] Sandrine Asseraf: I think some things should not change and some things will, are meant to evolve in the right direction. So the thing that will not change and will continue is our obsession with always improving the quality of the service that we're delivering. And in that sense, I think the phonemic has only improved that that attention that is given to.
And that will only, that will only continue to, to increase and that's to everyone's everyone's benefit the things that will change. And I can talk about it as lenses, because [00:14:00] we use chew the study with we've really analyzed. What were the points of. Oh, the, you know, the attention where was the attention of of our people, as well as the brands that we were supporting, because we really absolutely need to look at it both ways.
How, you know, how does it work for our people to be engaged and to be happy in a new environment where work is more flexible? Is this something that works for them or not? How much flexibility, how much work from home? How much work from sites? How much of a mix also in terms of hybrid models. And then on the other side, what are the expectations of our brands that we're serving around that flexibility?
Are they comfortable with it? Are they getting enough? Security is the quality of the customer experience. Do they get access to the best talent, but also on the other side, can we give access to our employees to the best work opportunities? So all those aspects and of course costs. So once you look at all those aspects, I think it really leads us to thinking how do we tailor, make it to the best.
For the [00:15:00] brands while absolutely making sure that we're keeping our people taken care of and engaged. And that has led us to building that model based on those other studies that has really led us to building that model, which is absolutely tailor made. So the constant basis is how do we continue to improve?
That means always looking at technology and innovation in a different manner. How can we continue to improve the quality of the service that we're providing? And, and the consistency throughout all the regions where we're, where we're serving are the brands that we work with. But on the other side, how do we really adapt the model to the needs of our clients?
And that's really around our web app, anywhere model, which is we consider it. We treat it as a matrix where you have the opportunity to have work from home. Work from site or hybrid model. And on the other side, you can really also adapt the model as you want to work, to be provided on shore. Do you want to work to be provided near shore?
Do you want to look to be provided off shore or do you want to mix of all of that? And, and, and that goes back to your initial point around [00:16:00] partnering. Dave is really the only way to answer all those questions as to what's best for you as our. Is to sit together and to build that trust that will allow us to say, okay, let us recommend something.
Does that work for you? What are your priority concerns and build the best model that is adapted to your needs?
[00:16:17] Dave Hoekstra: Wait, you don't just forward an 800 number to your building and then that's it. You just, you just throw people at it. That's I thought that's
[00:16:24] Sandrine Asseraf: what, give me a few. Yeah, exactly. And referred them in
[00:16:28] Dave Hoekstra: 15 days, right?
Exactly. Yeah. We'll check back in. We'll see how things are going now. You mentioned Webhelp anywhere, right? That's a big part of the survey is is talking about Webhelp anywhere, but I think it would be really useful for you to give us a little bit of information as to what Webhelp anywhere is.
And how does it work? What does it do? You know, give me, give me the give me the over the overarching speech of what Webhelp anywhere.
[00:16:55] Sandrine Asseraf: Well, what about, I think you described a little bit of that, so I'll try not to repeat myself, but I [00:17:00] think, you know, I was reflecting what you were saying initially talking about contact centers and I seen WebEx anywhere is the reason.
Y, maybe we're not talking about contact centers anymore because our Laura, that means you just need to start thinking about our virtual contact centers, our remote contact centers, our home contact centers. You know what I mean? Because I think this is where industry is evolving. And as I was describing earlier, we started from.
What are the expectations of our people? What are the expectations of the brands? The expectations of our people in general and other talent pools that we're aiming at to recruit is really to have more flexibility. And you can see approximately 80% of the people that we speak with are telling us that they would either want to absolutely work from home or that they expect some flexibility around where are they going to work?
And what are the times or the schedules that they're going to be working against? So does absolutely. That's, that's a [00:18:00] starting point because I mean, the, the priority is being able to recruit people who are going to be happy in their work in order to provide, you know, we have this, this principle of happy customers, happy clients, happy.
And it's a triangle. It all works together. One cannot work without the other. So once you start from that statement of saying, how's it, or during the pandemic, yes. What can we improve and what do we need to improve to make it an absolutely sustainable model? What do our people expect to be happy at work?
And then what are the priorities of our, of our, of our partners. And there's really probably five priorities that we have identified with our partners and our partners. Security of data on and security of customers. I mean, of customers data, of course, the second one is around quality of customer experience.
The third one is access to. The fourth one is resilience of operations. And we really see come that coming. All the RFPs that we received now is really are there [00:19:00] really at all asking for very strong, busy piece. And that's really something that we've seen coming up, you know, up the ladder. And then the last one is closed space reduction because there's always a discussion around is work from home.
Less expensive is hybrid, less expensive, et cetera. So those five topics, which is security, experience, talent, resilience, and cost. Once you take them all together, you think, okay. It cannot be a one size fits all to your point, Dave, it's not about really picking a site and recruiting people. It's really about understanding what to do our partners need.
And on that grid, we've really built that very flexible. That's very adaptable model that allows us to tailor, make any operation. And we will do a mix in much that which is fit to their needs in terms of language, in terms of voice or non voice in terms of location, do they want to be closer to the site?
Do they want to meet with the people? All of that, once you've taken those five considerations into account and of [00:20:00] course, innovation and continuous innovation and improved. That's where you build a web up anywhere model and you pick from that web anywhere model, the model that is the best fit for your client's needs.
Okay.
[00:20:10] Dave Hoekstra: So what help anywhere is it's almost a philosophy more, more than anything, right? It's, it's a, it's an approach in making sure that the year end clients. Gets exactly what they want. And I suppose for those that might be listening, they say, wait, we're, we're not a BPO. What, what, what could this possibly do for us?
It's, it's kind of the same idea though. It's, you know, even if you have a very singular voice 800 number one skill, nothing, nothing special about it. You still have to take the holistic approach to your customer, needs your customer demands and, and address that in a way that makes sense.
[00:20:51] Sandrine Asseraf: Yeah. And that's where I think we'd like to think that's where we're good.
That's where we're bringing value because you know, maybe you're going to say, okay, I need those 800 people [00:21:00] tomorrow. And then maybe I can talk to you and look at all those transformation opportunities. And. You want 800 people. I will absolutely recruit them to the best weekend in the timeframe you've given us if it's feasible, because we absolutely always want to be reasonable in our client's expectations.
But at the same time, is there another way to do it? Is there a better way to do it? Is there a better way to structure the teams? Just structures of services and that's what, that's the kind of conversation we'd like to have with our.
[00:21:26] Dave Hoekstra: So based on your experience in, in working with your clients and your partners to deliver a CX experience that is top notch.
What do you see as these roadblocks? Right? Because, and I'll tell you where I, where I got this as part of the survey 46% of, of CX deployments are not entirely successful, which is it's a 50 50 proposition. Whether you're whether your, your CX initiative is going to actually kind of finish out. [00:22:00] So when you see these initiatives that pop up.
What, what what's keeping them from accomplishing their goals? What, what what are things that are roadblocks to preventing a good CX initiative from kind of making it to the finish line, so to speak?
[00:22:16] Sandrine Asseraf: There are many challenges in order to be successful when you are creating the type of holistic model that I've described the one around WebEx anywhere.
Because our industry is. I mean performance excellence design. Our industry is an absolute priority. So you need to have a very clear methodology and you need to properly roll it out. There's very little room for chance in the way we deliver our services, if we want to be successful. So the type of challenges around building that holistic solution.
IRL and of course quality. And, and that has to do with the quality of the network that is available for the people who are providing the service that [00:23:00] has to do the quality of the infrastructure. That's quality is really end to end, that has to do with the quality of the engagement, quality of the support and the motivation that we're providing for our, for a game changers in in getting the, the, the right level of attention quality around our processes.
And our digital data protection. So there's a whole, there's a whole piece around quality. There's a whole piece around people, you know? And it's very unrevealing. You know, what happened in 2020, it overnight, all of a sudden we had 50,000 people working from sites in 50 different countries. And we have to decide that all of them would, would be working from home.
We've had a lot of sleepless nights in figuring out in each country based on, you know, and they felt, you know, we called it like, we saw them falling one after the other, you know, and these like the minutes was another one and we wouldn't have calls all day long with each of the countries, with all the seals, with all the CHR was in really [00:24:00] saying each country.
What are the constraints and how do we make it to the best? And I mean, like, like a lot of our colleagues and a lot of the companies in our sector, we've seen are people taking their cars, putting computers in their truck and driving them from home to home. But then you figure out is their internet. How many kids do you have at home or not going to school who are going to create some noise around that might be complicated to handle all those questions are really have to do with supporting our people.
So they're in the right environment to be doing the work, but at the same time being able to provide the right quality of delivery. And I think that links it to. Technology as well. And technology and security are very linked, the quality of the technology, the ability to make sure that you continue to transform and to evolve, whatever the setting you're working in.
And then security is an absolute need. And, and I mean, if you look at where Bell's positioning around [00:25:00] work from home, we've always been absolutely adamant about working from home because we were always convinced that it allowed some flexibility, which we're in. To our people and important to our deliverable, their involvement, the delivery models as they grew.
The only thing is there was I think some of the reluctance was coming from security was coming from, is our data going to be safe? Are people doing to be able to steal some information? Just because they're working from home instead of working from site. And we've really worked around reassuring the brands that we serve as to make sure that they knew that their data was as safe as they would be in a site.
That supervision would be the same and that we were working with people that we were absolutely comfortable, that they wouldn't be doing anything.
[00:25:47] Dave Hoekstra: Okay, so that's great. Let me see if I can recap some of the things that maybe you, you, you highlighted there as a good solid to make sure that we get the point for the listener, right.
Technology seems to be a [00:26:00] strong, a strong focus to make sure that you have the right tools in place to make sure that That people have the, the, the things that they need to accomplish from a, from a work from home environment, just like they would in the, in, in the office. I think one of the one of the key bullet points in the survey was that a CX needs a redesign because it's no longer focused on a single intersect.
Which is great, right? It's it's about the entire customer journey, but for organization that might be looking at a CX transformation and looking at ways operationally, what might advice might you give to them in, in how we see how they can make sure that their initiatives are going to stick?
[00:26:42] Sandrine Asseraf: I think going back to what I was saying earlier, probably the point of understanding how to knit together.
A certain number of key success factors is going to be the way to make it properly. And we [00:27:00] look at a few success factors. If we are looking at the way we do our web anywhere model. And I mean, first of all is being a global player. Being able to serve as Browns in many different languages, also to be able in each, for each language to have different options.
Which allows us, which gives us even more resilience of, you know, telling a client. We can do French from friends, but we can do French from Morocco. We can do French from Romania. We can also do French from Latin America if there is a need, but we have many options because we're a global player. And that web app anywhere approach only works.
If you have several options to offer, the second one is. Supporting a platform that has a very strong methodology and that will cover all the delivery models because you don't want your client to be thinking. [00:28:00] Well, if they do it in work from home is not going to be as good it's cheaper. But then that means that the quality is not going to be the same.
They will pay less attention to the way they recruit. People are constantly to be absolutely certain set that whichever way we're going to deliver, to recruit, to engage with our people, to look at RSLs, they're going to be getting the exactly the same. And that really is about looking at it as a holistic platform, whatever the model you're you're having recorded.
And then finally, I think all of that is possible only if you're able to blend all of it's together. You know what I mean? All those different solutions. So. If I were to say, you know, if I were just, you know, sensitize all of that, I would say be excellent. Okay.
[00:28:46] Dave Hoekstra: And that's how I was going to say is if I were hearing what you just said, I was actually thinking have.
Right. When you're going through this transformation, whether it's we've bought this new piece of software that we think is [00:29:00] going to revolutionize the way we do things, or you're looking at it from a more operational approach about w we might be refining our QA practices, our WFM practices, our hiring practices, our training practices, you know, being able to look at everything holistically, have a mission to what you're doing and have everything served that.
And at the end of the day, you can ask yourself, did we reach that mission? And if you didn't then the w w we, we don't want you to be one of the 54% that didn't reach their goal. We want you to be one of the 46 that did, and maybe we can even start to bump that number up higher. Because if you're focusing on a singular mission, everything funnels into that mission.
You, you, you know, when you've reached that goal or not. And so that's great. And so basically take everything Sandrine said, boil it down to the last three sentences of what we both said, and we should be good. Right? Exactly. That's that's, that's great. And, and I, I [00:30:00] continue to go back to the point and I kind of, in my notes, I bolded this.
I, I made it large. The redesign needs to be focused on the fact that CX is no longer on a singular interaction. CX is a longterm long journey that requires a lot of, a lot of different touch points.
[00:30:21] Sandrine Asseraf: And, and Dave, if I may jump in on that. Now some of the, the, the, the question might be around what does CX mean anymore?
And I don't want to get too conceptual here, but when you talk about touch points, we are absolutely, you know, multi-channel companies which are, you know, able to accompany voice non-voice social media, the whole, all the different channels of communication, active communication. But I think to your point, the Brennan awareness starts farming.
And the brand image starts to starts where you're present in the metaverse, for example, or your present [00:31:00] on the social media as a brand. And what role can we play in a company in those brands in making sure that whatever their customers are going to be exposed with in terms of rent is going to be fit to their purpose and the image they want to convey.
[00:31:17] Dave Hoekstra: That's a fantastic answer. And I think it's a great summary of. What we're trying to accomplish with, not just today, but overall as we help other customers out there with their CX transformation. I am curious though, is there somewhere where someone could go download the survey? Maybe a white paper or something?
[00:31:36] Sandrine Asseraf: We're all smarter if we're learning together. So we are absolute believers in sharing information. So all that content that we discussed is available on a white paper, which has made available on our website at dot com slash anywhere.
[00:31:50] Dave Hoekstra: Perfect. Well that it has been wonderful talking to you day since today syndrome.
It is such a great discussion here. Maybe we can hang out sometime and just nerd out [00:32:00] on BPO strategy at some point, but I would, I want to thank you. For joining me today on the podcast. And we are very excited to get this information out to everyone. And so first of all, let me say thank you to you.
I appreciate your time. And any last words before we get outta here?
[00:32:19] Sandrine Asseraf: No, thank you. It was, it was, it was great. And I feel honored for being part of it. So thank you for allowing us to share more.
[00:32:27] Dave Hoekstra: Absolutely. Thank you to my guests today, Sandra and ass raft from Webhelp as always. Thank you to you for spending time with us today and listening to the podcast.
Be sure to share it to anyone who you think might be able to utilize the information on their. From Calabrio. My name is Dave Hoekstra and I appreciate the time and we'll see, on the next episode of working smarter, take care, everybody.