OUR BLOG

July 8, 2020

The New Normal in the Contact Center

Performance-driven organizational cultures embrace a change mindset in every aspect of their business. This mindset is central to growth and innovation, and how these organizations remain nimble and successful in… READ MORE
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May 12, 2020

Case Study: Technical Implementation and Speed to Production Expertise

During a recent Intouch@Home launch with a complex client partner, we showcased our technical expertise to configure a Salesforce implementation that met the client’s needs in less than four days.… READ MORE
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May 1, 2020

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… READ MORE
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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
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April 3, 2020

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… READ MORE
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