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
Featured image for “Case Study: Recruiting and Retaining Top Talent”Image
June 3, 2020

Thought Paper: Employee Retention and Self-Service Technology in the Contact Center Industry

Attrition rates among frontline agents are double, sometimes triple, that of other industries, averaging between 30% to 45%, and this attrition does not decrease simply with wage increases. In fact… READ MORE
Featured image for “Thought Paper: Employee Retention and Self-Service Technology in the Contact Center Industry”Image
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
Featured image for “Case Study: Virtual Program Launch”Image
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
Featured image for “The Power of Employee Engagement: Retaining Your All Stars”Image
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
Featured image for “Thought Paper: The Power of Employee Engagement”Image
February 13, 2019

Case Study: Luxury Automobile White Glove Service

Brands choose to partner with us because of our ability to become an extension of their brand in an outsourced environment. In our partnership with one of North America’s leading… READ MORE
Featured image for “Case Study: Luxury Automobile White Glove Service”Image
April 12, 2018

Why Technology Won’t Fix Customer Care

“Technology will solve all our problems!” Have you ever caught your customer care team saying that? From telephone switchboards to chatbots and automation, technology has been weaving its way into… READ MORE
Featured image for “Why Technology Won’t Fix Customer Care”Image
December 15, 2017

Case Study: High Retention During Program Launch

We firmly believe that hiring brand advocates with the right skill set and cultural fit sets programs up for success. In our partnership with a large music streaming service, we achieved… READ MORE
Featured image for “Case Study: High Retention During Program Launch”Image