OUR BLOG

November 12, 2019

The Power of Employee Engagement: Retaining Your All Stars

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… READ MORE
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October 8, 2019

The Future of Contact Centers: Where Will Technology Take Us?

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… READ MORE
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September 17, 2019

Recruitment Roulette: Hitting the Candidate Jackpot

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.… READ MORE
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September 10, 2019

Recruitment Roulette: The Winning Advantage of Brand Alignment

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… READ MORE
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August 20, 2019

Insights & Analytics: Keep Moving Forward

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… READ MORE
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August 13, 2019

Insights & Analytics: Overcome Data Roadblocks

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… READ MORE
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July 9, 2019

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… READ MORE
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July 2, 2019

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… READ MORE
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June 4, 2019

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… READ MORE
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May 28, 2019

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… READ MORE
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