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January 26, 2021
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
November 10, 2020
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
October 8, 2020
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
July 23, 2020
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
July 15, 2020
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
July 8, 2020
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
May 1, 2020
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
April 3, 2020
Transitioning an on-campus contact center program into a work-from-home (WFH) agent model requires many key considerations. Whether in a time of crisis (such as the current global pandemic) or simply as a strategic business decision, work-from-home agent models are changing the landscape of the contact center industry. Our typical work-from-home model operates as a hub-and-spoke, with agents receiving training and ... Read More
March 10, 2020
Investing in our campus spaces is about so much more than just fun furniture and colourful walls (although we’re definitely not complaining about these). We love the look of our unique campuses, but most importantly, we love the impact our spaces can have on our team members. We take a lot of pride in fostering a positive work environment where ... Read More
February 25, 2020
In our most recent blog post, we discussed the importance of customization when it comes to communicating with client partners and recruiting and hiring for dedicated programs. To dive deeper into customization capabilities, we’ve outlined the final two stages: training and reporting. ENHANCE THROUGH TRAINING We care about our brands, and want to provide the highest quality customer service possible ... Read More
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