Case Study: Technical Support

Brands today strive to create high quality, seamless tech products, with a customer service strategy to match. Not only does this mean providing a personalized customer experience for customers who require technical support on their purchased products, it also means nurturing customer relationships in both the pre- and post-sales stages, to create a loyal customer base. Leveraging your contact center ... Read More

Case Study: Smart Home Automation

Smart home automation is a growing industry in this age of technology. If someone had told you 20 years ago that you could leverage smart technology in your home to automate lighting, thermostat temperatures, home security, and much more in the future, would you have believed them?  We partnered with a California-based consumer electronics company specializing in home automation to ... Read More

Thought Paper: Content Moderation in the Contact Center

The content moderation solution market is expected to reach a valuation of nearly $12B USD by 2027. With the exponential increase in user-generated online content, there is a growing need for expert content moderators across the globe.  Attrition rates among content moderators continue to be alarmingly high, resulting in the development of new strategies to decrease the toll on content ... Read More

Thought Paper: Employee Retention and Self-Service Technology in the Contact Center Industry

Attrition rates among frontline agents are double, sometimes triple, that of other industries, averaging between 30% to 45%, and this attrition does not decrease simply with wage increases. In fact 45% of Millenials will likely quit a job due to sub-standard technology. We created a self-service technology, called Superpunch, to improve attrition rates across our global contact centers. Superpunch allows ... Read More

Case Study: Technical Implementation and Speed to Production Expertise

During a recent Intouch@Home launch with a complex client partner, we showcased our technical expertise to configure a Salesforce implementation that met the client’s needs in less than four days. We leveraged team collaboration, training expertise, and our strong vendor partnerships, to deliver exceptional results on a tight timeline. Some highlights of the program launch include: Developed a new training ... Read More

Case Study: Virtual Program Launch

We transitioned an on-campus program launch for a new retail partner into a 100% virtual launch in one week, after original implementation plans were disrupted by the global pandemic of COVID-19. Throughout this transition, we leveraged key considerations such as culture, training, structure, and creativity, to deliver fast execution of our Intouch@Home solution. Some highlights from the first few weeks ... Read More

Thought Paper: Put The “Custom” In Customer Service

No matter how you try to spin it, customer service is NOT one size fits all. Every brand is different and has customers with unique needs and concerns. Creating a customized strategy for client partners results in improved client satisfaction.  We’ve broken down a customization strategy into four key phases :  Connect through communication Select through hiring Enhance through training ... Read More

Case Study: Member Services Experience

Introducing membership opportunities is one of the best ways to gain loyal customers and brand advocates. It’s important to ensure these VIP customers are receiving exceptional customer service when they reach out with questions or concerns.  We have developed key best practices when handling member services, which deliver the following results: Increased First Contact Resolution Decreased Average Handle Time Increased ... Read More

Case Study: Reducing Redundancies with AI

Filling out forms is easy… right? It just got a lot easier. Technology is transforming the customer service industry, and we are leading the charge with our Laivly tech division, building cutting edge solutions for our agents to work with every day. In our partnership with a world-leading beauty retail brand, we leveraged our artificial intelligence assistant, SIDD, to improve ... Read More

Thought Paper: The Power of Employee Engagement

An inclusive, dynamic workplace creates stronger employee engagement, but the ripple effect of this can become much more. Believe it or not, workplace culture can actually lower the workload for recruiting teams come ramp season. Here’s why: Engaged employees are more likely to have higher retention rates These employees are also more likely to refer their friends to come work ... Read More