OUR BLOG

July 31, 2018

Feel Secure About Information Security

When it comes to sensitive information, brands need to know that their contact center partner has their back. Customer data is precious, which is why a comprehensive information security program… READ MORE
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July 18, 2018

When the Headline is You: How to Handle a PR Crisis

In an age where social media posts can go viral within an hour, no brand is safe from a PR crisis. The role of the contact center is critical in… READ MORE
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July 6, 2018

A Roadmap to Diversity

There’s a reason the world’s leading brands are focusing more on diversity and inclusion. Beside the obvious reasons (it’s the right thing to do), a diverse workforce can be an… READ MORE
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June 20, 2018

To QA or Not to QA: That is the Question

We all know that offering quality service is paramount to customer satisfaction. But brands today don’t always see eye-to-eye on the true function of Quality Assurance (QA) and how the… READ MORE
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June 5, 2018

3 Ways To Fuel Your Team With Happiness

Many people believe that if they work hard, they’ll be successful, and that success will lead to happiness. But according to a decade of research, this formula is scientifically backwards.Studies… READ MORE
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May 23, 2018

The Benefits of Blendshoring

Expanding customer care programs near and offshore can be a game changer for brands. But there are questions that remain around how to keep your quality of service and engagement… READ MORE
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May 15, 2018

Monitoring vs Moderation: 5 Tips for Being Social Media Smart

We all know that social media allows customers to be heard loud and clear. But evaluating and engaging these opinions can both protect brands and build trust with their customers.… READ MORE
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April 27, 2018

We’ve Been (CX) Disconnected

2017 began with Harvard Business Review declaring that 86% of business leaders agreed that Customer Experience (CX) was vital for success. Yet only 50% of respondents of the latest Customer… READ MORE
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April 12, 2018

Why Technology Won’t Fix Customer Care

“Technology will solve all our problems!” Have you ever caught your customer care team saying that? From telephone switchboards to chatbots and automation, technology has been weaving its way into… READ MORE
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March 21, 2018

Driving Change Beyond the Contact Center

In the customer service world, we have a ton of data we use to navigate our operations. These metrics don’t just help measure the customer journey and build loyalty, they… READ MORE
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