Resources

March 9, 2021

Case Study: Customer Service Sales Solution

Leveraging your contact center to drive sales and loyalty is important in providing a positive ROI. By segmenting the needs of your program with specific hiring profiles, we are able… READ MORE
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February 4, 2021

Case Study: Workforce Management

Leveraging a Workforce Management solution is crucial in realizing operational efficiencies and cost savings. We partner with some of the biggest brands in the world to provide Workforce Management solutions,… READ MORE
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November 19, 2020

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… READ MORE
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September 17, 2020

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… READ MORE
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June 25, 2020

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… READ MORE
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June 3, 2020

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… READ MORE
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May 12, 2020

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.… READ MORE
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April 22, 2020

Case Study: Virtual Program Launch

We transitioned an on-campus customer service program launch for a new retail partner into a 100% virtual launch in one week, after original implementation plans were disrupted by the global… READ MORE
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February 11, 2020

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… READ MORE
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January 28, 2020

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… READ MORE
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