Case Study: Recruiting and Retaining Top Talent

We believe amazing people are the foundation for amazing customer experiences, and aligning candidates to the culture of our clients contributes toward a more authentic interaction.  Our process ensures we find, hire and retain the best people for your program, and develop them into high performing advocates and future leaders.  By hiring for both culture fit and skill set, we ... Read More

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 45% of Millenials will likely quit a job due to sub-standard technology. We created a self-service technology, called Superpunch, to improve attrition rates across our global contact centers. Superpunch allows ... 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

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

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 luxury automobile companies, we implemented a successful white glove program and achieved 100% retention among our team by immersing them in the brand’s culture, ultimately providing consistently high CSAT scores for our ... Read More

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 customer care for decades. These technologies are changing at a rapid rate, serving as tools to make customer care programs easier, more efficient and more human. Read: Three Technologies That ... Read More

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 more than 99% retention during program launch. But how? Through a combination of: Targeted Recruiting Interactive Interviews An industry-leading training program Fill out our form to download the full case study.