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 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

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 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

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 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

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