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… 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… 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… 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… 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… 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… 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… 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… 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… 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.… READ MORE