Case Study: Winning on Performance

All roads lead back to performance. Every step in our process is an intentional investment toward advancing our ability to raise the bar and deliver differentiated performance results. In our partnership with leading technology brands, we win on performance by focusing on training for extensive product knowledge, hiring top talent, and creating opportunities for our teams to continuously improve.  We ... 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