Case Study: Customer Service Email Solution

In our partnership with a high end beauty brand, we implemented an AI technology solution to help associates handle emails faster and improve productivity going into their holiday ramp season. We introduced SIDD Email, our Artificial Intelligence (AI) associate assist tool to improve productivity and reduce costs across email interactions by automating easy work, predicting email replies, and guiding associates ... Read More

24-7 Intouch Receives Two 2021 CUSTOMER Magazine Product of the Year Awards

Superpunch and KnoahsARK 360 Honored for Exceptional Innovation  WINNIPEG, Manitoba, March 25, 2021 – 24-7 Intouch, a global leader in contact center and technology solutions, announced today that TMC has named Superpunch and KnoahsARK 360 as 2021 CUSTOMER Product of the Year Award winners.  Superpunch is an employee engagement tool that empowers our agents through self-service. The app helps streamline ... Read More

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 to increase the success of your sales programs while maintaining customer retention.   We partner with some of the world’s largest brands to deliver sales support including inbound sales, upselling and ... Read More

Case Study: Workforce Management

Leveraging a Workforce Management solution is crucial in realizing operational efficiencies and cost savings. We partner with some of the biggest brands in the world to provide Workforce Management solutions, including volume forecasting, staff forecasting, and multi-vendor network support.  In our partnership with a music streaming service, we created a dedicated Workforce Management team to handle forecasting, resource planning, real ... Read More

Customer Service in the Video Gaming Industry

The global video gaming market was estimated at a value of $152 Billion USD in 2019, and saw significant growth in 2020, with nearly a 20% increase in value. Given the thriving segments of Cloud Gaming and Mobile Gaming, the video game industry was already poised to grow at an extremely fast pace when the COVID-19 pandemic came along. With ... Read More

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 require technical support on their purchased products, it also means nurturing customer relationships in both the pre- and post-sales stages, to create a loyal customer base. Leveraging your contact center ... Read More

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

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 was a popular form of shopping even before the COVID-19 pandemic hit. But in 2020, the world of online shopping has exploded in the North American market and across the ... Read More

Case Study: Smart Home Automation

Smart home automation is a growing industry in this age of technology. If someone had told you 20 years ago that you could leverage smart technology in your home to automate lighting, thermostat temperatures, home security, and much more in the future, would you have believed them?  We partnered with a California-based consumer electronics company specializing in home automation to ... 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

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 pushing themselves outside their comfort zone in unique situations. This ability to change and grow was integral for all companies, especially in the contact center industry, when word of COVID-19 ... Read More

Thought Paper: Content Moderation in the Contact Center

The content moderation solution market is expected to reach a valuation of nearly $12B USD by 2027. With the exponential increase in user-generated online content, there is a growing need for expert content moderators across the globe. Attrition rates among content moderators continue to be alarmingly high, resulting in the development of new strategies to decrease the toll on content ... 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: 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. We leveraged team collaboration, training expertise, and our strong vendor partnerships, to deliver exceptional results on a tight timeline. Some highlights of the program launch include: Developed a new training ... 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

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

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

Mesa Grand Opening: Investing In Our Campuses

Investing in our campus spaces is about so much more than just fun furniture and colourful walls (although we’re definitely not complaining about these). We love the look of our unique campuses, but most importantly, we love the impact our spaces can have on our team members. We take a lot of pride in fostering a positive work environment where ... Read More

Put The “Custom” In Customer Service: Enhance & Share

In our most recent blog post, we discussed the importance of customization when it comes to communicating with client partners and recruiting and hiring for dedicated programs. To dive deeper into customization capabilities, we’ve outlined the final two stages: training and reporting. ENHANCE THROUGH TRAINING We care about our brands, and want to provide the highest quality customer service possible ... Read More