An expanding global customer base needed expert product and service knowledge in the right language
Bright Horizons is a US-based childcare provider and is the largest provider of employer-sponsored childcare. It also provides back-up childcare and elder care, tuition program management, education advising, and student loan repayment programs.
In the last few years, the company received increasing requests to support its employees around the world. The education landscape had shifted toward online education, and increases in remote-work opportunities made it competitive to recruit and retain talent. The result was a boom in demand for education as an employee retention benefit.
This is the story of how Bright Horizons migrated from provide voice support to its customers globally, to providing multilingual support through digital channels. Read the story and watch the video.