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

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

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

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

When we think of a customer, we often think of the purchaser or end user of a product or service. However, In the contact center world, there is another important customer group to consider: the brands we work with! Partnering with a contact center is a big commitment, with a lot of trust involved. So, how can a contact center ... Read More

With a new decade having just begun, there is a steady flow of reflection on how much has changed in the past 10 years. One of the biggest evolutions has been in the customer service industry. Think back to where we were a decade ago and you’ll see how much the “call center” has changed. Back in 2009, social media ... Read More

Leveraging data insights is essential in making strategic business decisions. In the world of contact centers, there are so many metrics that can help illustrate the thousands of interactions that happen daily. These metrics, or key performance indicators, are how success is measured.  As a company, it’s important to take a step back, look at the story the metrics are ... Read More

In our most recent blog post, we discussed the importance of employee engagement when it comes to retaining your all star employees. However, the ripple effect of employee engagement goes further than retention. Engaged employees are also more likely to participate in referral programs, which helps recruiting teams deliver high quality candidates, especially during ramp season. REFERRALS When it comes ... Read More

With ramp season in full swing, recruitment is at the top of the priority list. But what can be done to make the recruiting process quicker, more efficient, and more effective? Believe it or not, workplace culture can actually lower the workload for recruiting teams come ramp season. Here’s why: Never Underestimate the Power of Culture  An inclusive, dynamic workplace ... Read More