The contact center industry has a diverse, global footprint, and brands choosing to outsource their customer service face the challenge of determining which geography is the right fit for their needs.  A lot of factors influence a brand’s decision when choosing a geographic location for outsourcing their customer support. Macroeconomic reasons like time zone and travel accessibility, as well as ... Read More

Companies and brands alike are being held accountable for the ways they are affecting social change. This could be through their business processes and who they choose to partner with, how they invest their profits (back into their communities or own employees), or how they drive environmental or social change within their own organization and beyond.      When it comes to ... Read More

Challenges faced in 2020 by organizations across the globe reinforced the importance of strong core capabilities and investment in people and technology. After more than a full year of BPOs operating contact centers in a 100% virtual environment, there have been some key learnings and takeaways that will continue to impact the customer care industry for years to come.  Employee ... Read More

The global video gaming market was estimated at a value of $152 Billion USD in 2019, and saw significant growth in 2020, with nearly a 20% increase in value. Given the thriving segments of Cloud Gaming and Mobile Gaming, the video game industry was already poised to grow at an extremely fast pace when the COVID-19 pandemic came along. With ... Read More

Providing a quality, positive experience to your customers at every touch point creates more satisfied, loyal customers who are much more likely to purchase from your company again. Studies show that 49% of American consumers switch companies due to poor customer service. In fact, 47% of customers say they’ll stop buying from a company if they have just one subpar ... Read More

Being a consumer has never been easier – simply pull out your cell phone, open an app, and with a few clicks and taps, you’ve placed an order! Online purchasing was a popular form of shopping even before the COVID-19 pandemic hit. But in 2020, the world of online shopping has exploded in the North American market and across the ... Read More

In our most recent blog post, we discussed the importance of employee wellness initiatives in the contact center, when it comes to supporting content moderators. In addition to these wellness initiatives, companies should be investing in innovative solutions and technology to enhance overall performance.   PERFORMANCE One of the biggest challenges that companies and content moderators face is in their ability ... Read More

The content moderation solution market is expected to reach a valuation of nearly $12B USD by 2027. High demand for digital content paired with unprecedented growth in online content upload volumes has attributed to its continued rise over the last couple years. CONTENT MODERATION CHALLENGES Most companies are implementing strict community guidelines as a standard for the type of content ... Read More

Performance-driven organizational cultures embrace a change mindset in every aspect of their business. This mindset is central to growth and innovation, and how these organizations remain nimble and successful in pushing themselves outside their comfort zone in unique situations. This ability to change and grow was integral for all companies, especially in the contact center industry, when word of COVID-19 ... Read More

In contact centers, attrition rates among frontline agents are double, sometimes triple, that of other industries. Research indicates that this high level of attrition is largely due to employees not feeling empowered in their work and having little visibility into their performance and career path. Companies are often looking for innovative ways to tap into their agents’ drivers and deliver ... Read More