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 needs.  A lot of factors influence a brand’s decision when choosing a geographic location for outsourcing their customer support. Macroeconomic reasons like time zone and travel accessibility, as well as ... Read More

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 operating contact centers in a 100% virtual environment, there have been some key learnings and takeaways that will continue to impact the customer care industry for years to come.  Employee ... Read More

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 feeling empowered in their work and having little visibility into their performance and career path. Companies are often looking for innovative ways to tap into their agents’ drivers and deliver ... Read More

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 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 ... Read More

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 as a strategic business decision, work-from-home agent models are changing the landscape of the contact center industry. Our typical work-from-home model operates as a hub-and-spoke, with agents receiving training and ... Read More

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 unique campuses, but most importantly, we love the impact our spaces can have on our team members. We take a lot of pride in fostering a positive work environment where ... Read More

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 further than retention. Engaged employees are also more likely to participate in referral programs, which helps recruiting teams deliver high quality candidates, especially during ramp season. REFERRALS When it comes ... Read More

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 effective? Believe it or not, workplace culture can actually lower the workload for recruiting teams come ramp season. Here’s why: Never Underestimate the Power of Culture  An inclusive, dynamic workplace ... 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

Scaling Culture: If It’s Broke, Fix It

In our last blog, we talked about how culture is so much more than fun throw pillows. It has to start from the very beginning and be lived and breathed by the people in an organization. But what good is culture if there is no education on what it means? And how can you fix culture if its sentiment isn’t ... Read More