Scaling Culture: If It’s Broke, Fix It

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

Scaling Culture: Don’t Mess It Up

It’s critical for any organization to establish a set of common values or a mission statement for employees to feel connected to the business and to feel that what they do matters. Business 101, right? It’s those values that create culture – which is arguably the most important aspect of a company’s long term success. Culture is truly the foundation ... Read More

The Age Of The Customer: What Does Empowerment Look Like?

We’re in “The Age of the Customer”, meaning that the customer is in charge of the way brands make strategic business decisions. This balance of power is forcing companies to put their CX strategies under a microscope. In our last blog, we listed some eye-opening statistics that really prove how important customer experience is today, including that 72% of businesses ... Read More

The Age Of The Customer: Why Does Empowerment Matter So Much?

The customer care world is constantly evolving, which is why it’s no surprise that brands are stepping up their customer experience (CX) game every year. But in order for outsourced customer care teams to win with every interaction, they need to feel empowered in their role. So, how can you ensure that your teams are equipped to give world-class experiences ... Read More

Life’s A Breach Pt 2: Let’s Get Physical…Security

Not only are consumers becoming more aware of data security and when they are giving away their personal information, but they are also starting to avoid or altogether boycott brands if they feel their data is unsafe with them. In 2018, YouGov surveyed consumers globally, giving a clear snapshot of their sentiment: 72% believe they are more aware of security ... Read More

Life’s A Breach Pt 1: Join The Compliance Alliance

Some of the world’s biggest brand names have been associated with data breaches in the past few years, compromising the personal information of billions of people around the globe. The Privacy Rights Clearinghouse reported 807 breaches in 2018 alone and over 1.3 billion records affected. Experts predict that cybercrime will only become more prevalent as time goes on. This is ... Read More

Beyond The Contact Center Pt 2: The Driving Force of Metrics

The customer service world is lucky to have access to massive amounts of data to help navigate contact center operations. This information doesn’t just help measure the customer journey and build loyalty, but it also demonstrates the value of a well executed contact center partner. Also Read: Beyond The Contact Center: The Strategic Value of Metrics These metrics help to ... Read More

Beyond The Contact Center Pt 1: The Strategic Value of Metrics

Did you know? It’s predicted that by 2020, 1.7 megabytes of new information will be created every second, for every human being in the world. This explosion of available insights has the potential to bring huge value to brands everywhere. The customer service world is no exception. There is massive amounts of data available to help navigate contact center operations, ... Read More

Customer-Obsessed Brands to Keep Your Eye On

“We Obsess About Our Clients” is a 10 Thing we live by, but we also obsess about brands who obsess about their customers. There’s a difference between companies that care about their customers and the ones that truly listen to what their customers want. Combining top notch customer care with incredible customer experiences is the key to happy and loyal ... Read More

5 Customer Care Trends for 2019

The end of 2018 is just around the corner, which makes it the perfect time to take a look at upcoming customer care predictions and trends. We’ve rounded up five things to look out for in 2019, each with the ability to have significant impact on customers and the way they interact with brands. Customer-Centric Mindsets Customer experience is no ... Read More