Following the Rules with Governance

Analytics-based governance keeps our contact centers running in full compliance with internal best practices, legal regulations, and more. Our Governance Team defines goals, guidelines and terms across the organization; communicates with internal departments on these specifics so that everyone is on the same page; uses data to measure adherence to goals, guidelines and terms; and … Continued


Analytics – Real Time and Relevant

Our Business Analytics solutions have helped many organizations mine and analyze their existing data and turn it into interactive visualizations and easy-to-use analysis tools, focused on improving results and providing vital insight. Most importantly, we turn large amounts of data into something useful for our clients by doing things like determining pockets of your most … Continued


Gamification: Enhancing Employee Engagement in the Contact Center Space

Keeping employees engaged is a goal for every contact center. In a world filled with social media, where myriads of people are involved in habitually playing games and using fun apps to send pictures and messages to their friends, why not apply the same logic to their work environment? Gamification leverages employee’s natural desires – … Continued


Customer Service Spring Cleaning

Spring is in the air, and that means it’s time to clear out the clutter and do some spring cleaning in your contact center. Take a hard look at everything your team is doing, and re-prioritize to ensure you are doing all that necessary to run a lean and efficient operation. As you perform your … Continued


What Is a Data-Driven Marketing Strategy?

Mixpanel CEO Suhail Doshi was once quoted as saying “Most of the world will make decisions by either guessing or using their gut. They will either be lucky or wrong.” We can apply this quote to the customer service space where many companies are still using outdated and ineffective strategies that aren’t backed by supportive … Continued


Topics To Explore During Your Next Customer Service Meeting

C-level executives often complain that they want to help improve customer service, but they have too many other responsibilities to worry about on a daily basis and don’t have the time to stay up to date about rapidly-changing customer preferences. This, after all, is why they hire others to manage it. Our advice is for … Continued


How Customer Preferences Are Changing

Over the last several years the main message in the customer service space has been that consumer preferences are changing, and businesses have no choice but to respond. But what exactly does this mean? The digital revolution has completely changed the customer journey. Now, customers expect a shopping experience that is completely seamless and efficient … Continued


How Contact Centers Help Businesses Scale

For a small to medium-sized organization, the task of scaling to more than one branch location can seem like a monumental task. It’s hard enough to grow one business into a successful franchise. It’s quite another thing to duplicate your efforts entirely. One of the biggest reasons why scaling is so hard is the fact … Continued


How Your Business Can Provide Better Customer Service

It’s that time of the year again when new reports start streaming in about how companies are handling their customer service. Usually, the reports are mixed. One report, for instance, shows that energy companies have a lot of work to do in repairing consumer relations. Phone, travel and financial companies are also falling behind in … Continued


Ready to Change Your Contact Center Strategy?

It’s often said that the definition of insanity is doing the same thing over and over again, but expecting different results. But in the contact center space, this can sometimes be standard practice. Many customer service administrators recognize that they need to make important changes, but they are afraid to disrupt operations and so they … Continued