Quality Assurance in the Contact Center

Providing a quality, positive experience to your customers at every touch point creates more satisfied, loyal customers who are much more likely to purchase from your company again. Studies show that 49% of American consumers switch companies due to poor customer service. In fact, 47% of customers say they’ll stop buying from a company if they have just one subpar ... Read More

Content Moderation : Leveraging Technology to Enhance Performance

In our most recent blog post, we discussed the importance of employee wellness initiatives in the contact center, when it comes to supporting content moderators. In addition to these wellness initiatives, companies should be investing in innovative solutions and technology to enhance overall performance.   PERFORMANCE One of the biggest challenges that companies and content moderators face is in their ability ... Read More

Content Moderation: The Importance of Employee Wellness

The content moderation solution market is expected to reach a valuation of nearly $12B USD by 2027. High demand for digital content paired with unprecedented growth in online content upload volumes has attributed to its continued rise over the last couple years. CONTENT MODERATION CHALLENGES Most companies are implementing strict community guidelines as a standard for the type of content ... Read More

Key Engagement Drivers for At-Home Employee Models

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 feeling empowered in their work and having little visibility into their performance and career path. Companies are often looking for innovative ways to tap into their agents’ drivers and deliver ... Read More

Work-From-Home Agent Models: Key Considerations For A Seamless Agent Experience

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 as a strategic business decision, work-from-home agent models are changing the landscape of the contact center industry. Our typical work-from-home model operates as a hub-and-spoke, with agents receiving training and ... Read More

The Future of Contact Centers: Where Will Technology Take Us?

At a time where technology is changing at a rapid rate, the future becomes nearly impossible to accurately predict. The reality is that these technological advances have resulted in major changes to both customer and employee experience. WHAT DOES THE FUTURE OF CUSTOMER CARE LOOK LIKE? We recently hosted a discussion at SOCAP Canada to collaborate with other thought leaders ... Read More