Resources

March 9, 2021

Case Study: Customer Service Sales Solution

Leveraging your contact center to drive sales and loyalty is important in providing a positive ROI. By segmenting the needs of your program with specific hiring profiles, we are able… 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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October 8, 2020

The Changing Digital Consumer

Being a consumer has never been easier – simply pull out your cell phone, open an app, and with a few clicks and taps, you’ve placed an order! Online purchasing… READ MORE
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January 28, 2020

Case Study: Member Services Experience

Introducing membership opportunities is one of the best ways to gain loyal customers and brand advocates. It’s important to ensure these VIP customers are receiving exceptional customer service when they… 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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May 15, 2018

Monitoring vs Moderation: 5 Tips for Being Social Media Smart

We all know that social media allows customers to be heard loud and clear. But evaluating and engaging these opinions can both protect brands and build trust with their customers.… READ MORE
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March 21, 2018

Driving Change Beyond the Contact Center

In the customer service world, we have a ton of data we use to navigate our operations. These metrics don’t just help measure the customer journey and build loyalty, they… READ MORE
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March 14, 2018

Thought Paper: Customer Satisfaction (CSAT) Surveying

CSAT surveys are an important tool used by brands to drive loyalty and gauge how every point of contact impacts the customer experience. Survey implementation considerations include: Survey goals (how… READ MORE
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March 2, 2018

Case Study: Do Your CSRs Sell?

We understand that leveraging your contact center to drive sales and loyalty is important in proving a positive ROI. Our partners rely on us to hire and train team members… READ MORE
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