Resource Center

We are very pleased to welcome Chris Courneya to our leadership team as Senior Vice President, Business Development. Chris has extensive experience in the contact centre outsourcing industry, with a proven track record of building trusted partnerships and driving sustainable growth across complex CX environments.  He has led both Sales and Client Services organizations and […]

We are pleased to share that Kim Campbell has been promoted to Senior Vice President, Client Success. Kim provides strategic leadership across all client relationships and owns the end‑to‑end client journey, from solution development and onboarding through delivery, retention, and long‑term partnership. Her scope includes marketing and organic growth, with a focus on strengthening client […]

We are proud to share that Susan Preiss has been promoted to Senior Vice President, People & Business Operations. Susan provides strategic leadership across employee experience, people and human resources, and business operations. Her role brings together workforce strategy, business processes, and the systems, tools and ways of working that support how we operate every […]

There are leaders. There are legends. And then there is Patty Isnor. After an extraordinary career shaped by heart, courage, wisdom, and just the right amount of chaos, Patty is heading into retirement. Patty has been our compass when things felt messy, our calm when things felt loud, and our biggest cheerleader when we needed […]

Customer experience has become a defining factor in how customers choose and stay with brands. Even so, many contact centers are still structured primarily around efficiency, with success measured by speed and cost rather than the quality of the experience being delivered. PwC reports that 70% of executives believe customer expectations are evolving faster than […]

The RFP is the slog you need that 3rd cup of coffee to get through—especially when it’s an RFP for outsourced customer care. After all, we’re talking about a complex, customer-facing solution that needs to align seamlessly with your brand. In our experience, technology, attrition, and business continuity are the hot three areas of any […]

Your company is quick to outsource a handful of operational functions without a second thought – think: maintenance and cleaning crews, office supplies and equipment, and coffee and catering, among many others. But the people you hire to take care of those things aren’t really “partners” in the full sense of the word. They’re not […]

Trusting an outsourced contact center with your brand takes more than a well-crafted RFP. Putting your customer service in the hands of unknown agents requires a thorough understanding of what goes on behind the scenes. More than just hiring and training them, you need to know how your outsourced partner is managing contact center agents […]

You already know that the quality of your customer service depends heavily upon the quality of your customer service agents. But it’s easy to imagine that you can solve that problem by building a robust agent profile and a strong hiring strategy. Spoiler alert: It’s not that easy. When you’re outsourcing your contact center, the […]

Are you exploring outsourcing for the first time? Or perhaps you’re looking for a better alternative to your current contact center vendor? Either way, the idea of trusting someone else to take care of your customers can be overwhelming. You’ve worked hard to build your brand and establish customer loyalty. Can an outsourced contact center […]

After a year flirting with the ever-present “pause” button, we’re seeing many more businesses hit the gas on their customer care program—in particular, seeking out the right outsourced partner. Sound like a familiar scenario? If so, the RFP is about to become the friend you love to hate. It’s a necessity—but it doesn’t have to […]

Maybe you’re a math person and love nothing more than a hefty Excel document to dig into for a few hours. Or maybe math isn’t your strong suit and you’re just looking for hard numbers to tell you what you need to know. Either way, we’ve put together this handy infographic to help you compare […]

The RFP is the friend you love to hate. The necessary evil. The document that will make or break your decision of which new outsourcer to partner-up with. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic […]

When you think of a call center, the last thing you’d associate it with is baseball. But for those of us who work in contact center workforce management (WFM), the connections are obvious. You might ask, what do baseball and WFM have in common? In short, it’s statistics. Predictive pattern analysis is essential to managing […]

We like to refer to Roadside Assistance Customer Service teams as the special forces of customer service being able to ramp up for unpredictable and extreme peaks in volume And boy-oh-boy did the past year deliver extreme swings in volume due to record weather events and various polar vortexes. When we tallied up the team’s results, we […]