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For business organizations to function effectively, it requires support of entities that indulge themselves in delivering customer-centered approaches. Such entities, expectedly, provide innovative technological solutions to make businesses gain a unique edge over its contemporaries. The pockets for innovation and technological advancements have deepened more than ever with the deadly outbreak of the COVID-19 pandemic. Innovation and efficiency are the only primary and sole qualities that can help the business stay afloat. Humach, in this regard, has proved and demonstrated its efficiency several times and has set benchmarks in the course of serving its clients. Humach functions as a reputed customer service company and is now on the radar of “Top Revolutionary Digital Transformation Companies in the World”. The company operates on a human-centered approach, providing the most effective technological and revolutionary support to business organizations and companies for over 30 years. 

Creating a World with Effective Customer Experiences 

Since its inception in 1988, Humach has stayed ahead of the curve in terms of technology and innovation. The company strives to recognize trends and proactively adapt its clients’ operations to not just meet but exceed customer expectations as they evolve. Humach grows alongside their clients with a primary objective to create a world without bad customer experiences. For Humach, the only route to such an outcome involves always blending the skills of both humans and machines with customers at the center. The company has used this client-centric approach for decades, providing support to its oldest clients for over thirty years. Humach’s longevity is only possible because of its flexibility and its willingness to push the envelope when it comes to technology enablement, not just in their client’s contact centers, but across the entire organization.

The Company’s Backbone: Tim Houlne

A large part of Humach’s success is rooted in this short adage from its CEO, Tim Houlne—"To best serve a client’s business, you first have to understand it, from front line to corner office.” This phrase forms the backbone of Humach’s business philosophy, and, accordingly, Tim Houlne’s leadership vision and foundation for Humach as a company. Although best known for his expertise in contact center technology solutions, Tim is a seasoned entrepreneur and former Fortune 500 leader with over 30 years of experience in sales, customer service, and technical/warranty management.

Humach benefits from Tim’s previous leadership experience at places like West Corporation, GE TechTeam, and Connect Services. His rich history of managing contact centers and BPOs has helped the company navigate the turbulent waters of the past year, to grow under pressure and emerge stronger than ever.

Co-Author of The New World of Work: From the Cube to the Cloud, Tim is a former international resident with the Ecole School of Management and Grenoble Graduate School of Business. He holds both a BSBA in management and an ASBA in Banking and Finance from Missouri Western State, as well as an MBA from the University of Texas at Dallas.

Best Practices to Serve Clients 

Since 1988, Humach has done one thing: deliver exceptional customer experiences. From their humble beginnings as a BPO to launching the first AI-augmented workforce, it has been their mission to create experiences that transform brands, support teams, grow businesses, and make people’s lives easier. 

While many companies respond to the need for digital transformation by focusing on technology-driven optimization – Humach’s unique insight managing customer interactions has shown that technology alone is not enough. It’s for this reason that it combines the strengths of both humans and machines to help clients deliver experiences their customers want with results their business needs. Humach does all the heavy lifting to customize, integrate, implement, and manage all contact center solutions. This allows their clients to refocus on core business objectives with confidence, knowing customers are well taken care of.  

Humach also offers an innovative pilot program for clients to prove ROI for technology and agent programs upfront and risk-free. It customizes every program with specialized agent training and advanced technology integration to make implementation as smooth and painless for its clients as possible. To ensure maximum adaptability and continuity for the clients, Humach provides remote agents and cloud-based contact center technology, conversational interfaces, and AI-powered solutions.

The Treasure Trove of Awards and Accolades 

Humach has been recognized for its role in local communities, receiving both a 365ink Business Impact Award for the “Incredible Impact” in 2017, as well as an Iowa Governor’s Volunteer Award (2018). The company’s commitment to its values and positive culture led to Top Workplaces Awards three years in a row (2015–2017). In 2020, the company was presented with a Customer Contact Central MVP Award in the Contact Center as a Service category for a thought-leadership article to help contact centers navigate the COVID-19 pandemic, written by its Marketing and Communications Manager, Emma English.

The Future Ahead

Commenting on the future Tim said, “As technology continues to evolve, Humach will continue its work with humans and machines to help businesses create exceptional experiences and support customers with maximum efficiency. By combining the authenticity and empathy of humans with the accuracy and efficiency of machines, we believe the possibilities for customer experience are limitless”.