Thought Paper: Recruitment Roulette: The Importance of Brand Identity

0:26 Finding candidates that fit a brand identity is invaluable in the customer care industry, where retention is constantly a losing game. Here’s why: Front-line individuals who are aligned with a company’s core values and brand are more likely to stay for 12, 18, 24 months and beyond.  Engaged and passionate employees will provide the best possible service to customers. ... Read More

Thought Paper: Winning With Insights & Analytics

Diving deep into insights positively impacts customers, employees and the bottom line by creating: A meaningful understanding of what customers are thinking Easier strategic decisions Better customer journeys Download our thought paper to learn how to overcome common data challenges, drive programs forward and optimize other departments. Fill out the form to learn more.

Thought Paper: Scaling Culture Through Transformation

It’s possible to defend and continue building culture, no matter how big a company gets. Some key things to keep in mind: Culture is learned behavior. It needs to start and end with leadership. Culture takes effort. It takes intentional focus, measurement and action. Culture is forever. Organizational issues will come and go, but culture is what people will remember ... Read More

Thought Paper: Empowering Teams In The Age Of The Customer

Empowering customer care teams to make autonomous decisions might sound risky, but it’s more important than ever. How can you ensure that teams are equipped to give world-class experiences every time? Provide ongoing training Create an empowered culture Thoughtfully recognize teams Fill out the form to learn more. 

Thought Paper: Building Customer Trust With Data Security

Customers have more trust issues than ever before, especially when it comes to giving away their personal information. That’s why data security programs needs to be top priority. A strong data security program provides: Confidence in BPO partners Foundation of trust with customers Safe and secure growth How do you ensure partners and customers feel comfortable with the people, processes ... Read More

Thought Paper: Driving Change Beyond The Contact Center

In the customer service world, there is a ton of data available to help navigate operations. These metrics also help to: Measure the customer journey Build loyalty Demonstrate the value of the contact center How do you bring this data to life in a corporate environment, find the right people to action it and build relevance around your customer service ... Read More

Case Study: Luxury Automobile White Glove Service

Brands choose to partner with us because of our ability to become an extension of their brand in an outsourced environment.  In our partnership with one of North America’s leading luxury automobile companies, we implemented a successful white glove program and achieved 100% retention among our team by immersing them in the brand’s culture, ultimately providing consistently high CSAT scores for our ... Read More

Case Study: Training Success

People are our greatest asset. In our partnership with a well-known travel software company, we invested in our people throughout the entire recruiting, training and nesting process. We were challenged to reach a 90% accuracy goal, which we hit by week 4 of our Wave 1 launch. Fill out our form to read the full case study.

Thought Paper: Subscription Model Experience

Partnering with some of the biggest names in subscription services, we’ve learned a lot about what makes the subscription model tick.  We work with our partners to handle three main interaction types: Sales Inquiries Troubleshooting Cancellations Mastering these main interaction types will ensure your brand continues to prosper in a competitive marketplace.  Fill out the form to download our thought paper. 

Thought Paper: Customer Satisfaction (CSAT) Surveying

CSAT surveys are an important tool used by brands to drive loyalty and gauge how every point of contact impacts the customer experience. Survey implementation considerations include: Survey goals (how success will be defined) Question types and flow Selecting a survey platform Fill out the form to download our thought paper.