Market Force Builds New US Contact Center

Customer experience management specialist Market Force is using investment from its owner Main Street Capital to build a new contact center in Norcross, Georgia, USA.

Acquired by Main Street Capital last year, Market Force provides location-level measurement solutions such as customer experience and employee engagement surveys, mystery shopping audits and contact center services, integrated with its KnowledgeForce tech and analytics platform. It also offers a mystery shopping app called Eyes:On, through which shoppers can view available assignments in their area and submit shopping audits from their mobile devices.

With offices in the US, Canada, the UK, France and Spain, and contact centers in Winnipeg, Canada and Milton Keynes, UK, the firm says it expects to achieve a significant double-digit percentage increase in contact center revenues in 2018. CEO Ray Walsh (pictured) comments: 'By continuing to evolve our online reporting tool, KnowledgeForce, and by expanding the use of online chat and machine learning in our contact centers, we're ensuring our clients are continuing to provide the very best customer service, while reducing their overall customer experience investments'.

Web site: www.marketforce.com .