A small number of well-known carriers dominate the wireless industry. The company understood that differentiating required more than a snappy marketing slogan. It meant having a different lens on the way they do business every day. For several years, the company had been working on key business and organizational changes to embody the values and ways of doing business they were aspiring to. When it came to their North American service and call centers, they had some work to do. They needed help empowering call center agents to resolve customer problems more quickly and on the first call.