March 8, 2022
Rising Wages and the Contact Center Industry
There have been many changes in the global economy over the past year. One common pain point among both clients and BPO providers: wages have been rising steadily […]
Call Center Management
December 13, 2021
Your CX Holiday Shopping List
As we head into the heart of the holiday season, we’re undoubtedly focused on finding the perfect gifts for family, friends, and the names we drew for Secret […]
November 1, 2021
4 “Don’ts” to Improve Your Customer Experience
Want to be terrified? 96% of customers will leave you because of a bad experience with your brand. When things are going well with your customer-facing teams, this […]
September 14, 2021
3 Keys to Q4 Contact Center Success in 2021
There are two types of business leaders as Q4 approaches — those that are sweating the possibility of high volume activity in Q4 and those looking forward to […]
April 26, 2021
BPO Vendor Management Part Three: 3 Key Communication Strategies for BPO Success
In part one and part two of our series, we detailed five tips for targeting better KPIs and the top three training priorities for BPO vendors. Now, in […]
April 12, 2021
BPO Vendor Management Part Two: Your Top 3 Training Priorities
In part one of our series, we detailed five tips for targeting better KPIs with your BPO vendor partner. In part two, we’re focusing on how business leaders […]
March 29, 2021
BPO Vendor Management Part One: Top 5 Tips for Better KPI Performance
Partnering with a BPO vendor is a great way to unlock better experiences for your customer. But not all outsource call center partnerships are created equal — and […]
February 22, 2021
The 3 “I”s to Empower Your Call Center Supervisors in 2021
For most workers, it’s been almost a year away from the office — and morale is high: 86 percent of remote workers feel less stressed. But for call […]