Resources

March 16, 2022

Case Study: Customer Service in the Gig Economy

High touch customer service in the gig economy is a growing priority for brands across the globe leveraging contact workers.… READ MORE
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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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July 27, 2021

Data Annotation for Enhancing the Customer Experience

In today’s digital world, there’s a lot of chatter around Artificial Intelligence and Machine Learning models creating a more seamless user experience and data-driven decision making. Data Annotation takes Machine… 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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June 4, 2019

The Age Of The Customer: What Does Empowerment Look Like?

We’re in “The Age of the Customer”, meaning that the customer is in charge of the way brands make strategic business decisions. This balance of power is forcing companies to… READ MORE
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May 28, 2019

The Age Of The Customer: Why Does Empowerment Matter So Much?

The customer care world is constantly evolving, which is why it’s no surprise that brands are stepping up their customer experience (CX) game every year. But in order for outsourced… READ MORE
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March 20, 2019

Beyond The Contact Center Pt 1: The Strategic Value of Metrics

Did you know? It’s predicted that by 2020, 1.7 megabytes of new information will be created every second, for every human being in the world. This explosion of available insights… READ MORE
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June 20, 2018

To QA or Not to QA: That is the Question

We all know that offering quality service is paramount to customer satisfaction. But brands today don’t always see eye-to-eye on the true function of Quality Assurance (QA) and how the… READ MORE
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April 27, 2018

We’ve Been (CX) Disconnected

2017 began with Harvard Business Review declaring that 86% of business leaders agreed that Customer Experience (CX) was vital for success. Yet only 50% of respondents of the latest Customer… READ MORE
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November 9, 2017

Key Areas for Evaluating Contact Centers

Determining which contact center to partner with can be a difficult process, especially if it is your first time outsourcing. With multiple partners to choose from, what criteria should you… READ MORE
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