24-7 intouch contact centers
24-7 intouch contact centers

Resources

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...

Case Study: Technical Implementation & 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.

Case Study: Virtual Program Launch

We transitioned an on-campus 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. 

Thought Paper: Put The "Custom" In Customer Service

No matter how you try to spin it, customer service is NOT one size fits all. Every brand is different and has customers with unique needs and concerns. Creating a customized strategy for client partners results in improved client satisfaction. 

Case Study: Member Services Experience

Introducing membership opportunities is one of the best ways to gain loyal customers and brand advocates. It's important to ensure these VIP customers are receiving exceptional customer service when they reach out with questions or concerns. 

Case Study: Reducing Redundancies with AI

Filling out forms is easy… right? It just got a lot easier. Technology is transforming the customer service industry, and we are leading the charge with our Laivly tech division, building cutting edge solutions for our agents to work with every...

Thought Paper: The Power of Employee Engagement

An inclusive, dynamic workplace creates stronger employee engagement, but the ripple effect of this can become much more. Believe it or not, workplace culture can actually lower the workload for recruiting teams come ramp season. Here’s why:

Case Study: How We Win At Ramp

With ramp season in full swing, it’s important to think about how to not only survive, but to thrive during your busiest time of the year.

Case Study: Email Response Efficiency

Technology is transforming the customer service industry, and we are leading the charge for this transformation with our team at Laivly, by building cutting edge technology solutions for our agents to work with every day. 

Thought Paper: Recruitment Roulette: The Importance of Brand Identity

 

Finding candidates that fit a brand identity is invaluable in the customer care industry, where retention is constantly a losing game. Here's why: 

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