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

At a time where technology is changing at a rapid rate, the future becomes nearly impossible to accurately predict. The reality is that these technological advances have resulted in major changes to both customer and employee experience. WHAT DOES THE FUTURE OF CUSTOMER CARE LOOK LIKE? We recently hosted a discussion at SOCAP Canada to collaborate with other thought leaders ... Read More

In our previous blog post, we talked about how brands can find the right customer service candidates by focusing on things like culture fit, “uncapturable” traits, emotional intelligence and curiosity. The next important step in the recruiting process is to meet candidates face-to-face and implement channel specific testing to ensure you’re hitting the candidate jackpot. HIT THE CANDIDATE JACKPOT A ... Read More

From extreme hiring targets to challenging labor pools, recruiting in the contact center industry is not for the faint of heart. The time when retail and other companies start ramping up their hiring for busier seasons is right around the corner, and this type of recruiting requires strategy, patience and creativity. Learn what’s crucial to look for during the next ... Read More

In the customer care world, tracking and understanding every customer interaction is more important than ever. These insights allow brands to correct policy or procedure issues, respond faster to inquiries and ultimately increase customer satisfaction. In our previous blog, we talked about the importance of overcoming common insights and analytics challenges. What’s just as important is to always use this ... Read More

Digging deep into data can give a meaningful understanding of what customers are thinking, leading to easier strategic decisions and a better customer journey. The tricky part is overcoming common data challenges. It’s easy to miss the mark, causing roadblocks and blinders to the significant discoveries that could be made. So, how can brands make sure they’re winning with insights ... Read More

In our last blog, we talked about how culture is so much more than fun throw pillows. It has to start from the very beginning and be lived and breathed by the people in an organization. But what good is culture if there is no education on what it means? And how can you fix culture if its sentiment isn’t ... Read More