Resources

September 16, 2021

Case Study: Recruiting and Retaining Top Talent

Our process ensures we find, hire and retain the best people for your program, and develop them into high performing advocates and future leaders. … READ MORE
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May 11, 2021

Outsourcing Customer Care with Geographic Diversity

The contact center industry has a diverse, global footprint, and brands choosing to outsource their customer service face the challenge of determining which geography is the right fit for their… READ MORE
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April 15, 2021

Winning with Employee Experience in the Contact Center Industry

Challenges faced in 2020 by organizations across the globe reinforced the importance of strong core capabilities and investment in people and technology. After more than a full year of BPOs… READ MORE
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May 1, 2020

Key Engagement Drivers for At-Home Employee Models

In contact centers, attrition rates among frontline agents are double, sometimes triple, that of other industries. Research indicates that this high level of attrition is largely due to employees not… 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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April 3, 2020

Work-From-Home Agent Models: Key Considerations For A Seamless Agent Experience

Transitioning an on-campus contact center program into a work-from-home (WFH) agent model requires many key considerations. Whether in a time of crisis (such as the current global pandemic) or simply… READ MORE
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March 10, 2020

Mesa Grand Opening: Investing In Our Campuses

Investing in our campus spaces is about so much more than just fun furniture and colourful walls (although we’re definitely not complaining about these). We love the look of our… READ MORE
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November 19, 2019

The Power of Employee Engagement: How To Win At Ramp

In our most recent blog post, we discussed the importance of employee engagement when it comes to retaining your all star employees. However, the ripple effect of employee engagement goes… READ MORE
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November 12, 2019

The Power of Employee Engagement: Retaining Your All Stars

With ramp season in full swing, recruitment is at the top of the priority list. But what can be done to make the recruiting process quicker, more efficient, and more… READ MORE
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November 5, 2019

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… READ MORE
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