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

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

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

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

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

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

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

0:26   Recruiting candidates that fit a brand identity is invaluable in the customer care industry, where retention is constantly a losing game. Here’s why: Front-line individuals who are aligned… READ MORE

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… READ MORE

It’s critical for any organization to establish a set of common values or a mission statement for employees to feel connected to the business and to feel that what they… READ MORE