In Touch Contact Centers

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Innovative Ways to Win the Fight for Talent

Recruiting in the contact center industry is not for the faint of heart. It requires strategy, patience, and creativity. To be successful, brands need to stay on top of new approaches to recruiting and how to stand out and attract the best talent...

Hey Startups! You Can’t Ignore Customer Care

When you’re in startup mode, it can feel like there isn’t enough time in the day to get everything done. But one thing that should be a priority is your customer care strategy.

How to Win During Your Busiest Season

It’s important for retail and ecommerce brands to choose partners who can stay flexible during their busiest seasons. The key to success is to work closely together to understand goals and define what’s needed to execute during the most critical...

The Future of Work

In many industries and countries, the most in-demand occupations weren’t around 10 or even five years ago. In fact, 65% of primary school children will end up working in completely new jobs types that don’t even exist yet.

Feel Secure About Information Security

When it comes to sensitive information, brands need to know that their contact center partner has their back. Customer data is precious, which is why a comprehensive information security program should always be in place. So, what should be...

When the Headline is You: How to Handle a PR Crisis

In an age where social media posts can go viral within an hour, no brand is safe from a PR crisis. The role of the contact center is critical in ensuring that your brand message is consistently communicated across all channels and between your...

A Roadmap to Diversity

There’s a reason the world’s leading brands are focusing more on diversity and inclusion. Beside the obvious reasons (it’s the right thing to do), a diverse workforce can be an incredible asset in creating more engaged, happy, and productive...

To QA or Not to QA: That is the Question

We all know that offering quality service is paramount to customer satisfaction. But brands today don’t always see eye-to-eye on the true function of Quality Assurance (QA) and how the process should be executed on their programs.

3 Ways To Fuel Your Team With Happiness

Many people believe that if they work hard, they’ll be successful, and that success will lead to happiness. But according to a decade of research, this formula is scientifically backwards.

The Benefits of Blendshoring

Expanding customer care programs near and offshore can be a game changer for brands. But there are questions that remain around how to keep your quality of service and engagement consistent across the globe.

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