A Case Study in Strategic Partnership We’ve partnered closely with this multinational network technology corporation for many years, providing end-to-end order management support and customer success enablement. We enjoy the freedom they grant us in being able to creatively take on new challenges and goals. Read on to discover how we: Achieved a 96% success […]
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This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coaching programs, charitable initiatives, and more. In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training Launched on-time despite major challenges of the pandemic […]
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As we find ourselves entering the strangest holiday season we’ve ever experienced, we want to be sure that while we can’t celebrate together this year, that we still give thanks to our exceptional people and clients. It is our pleasure to share just a small sample of the amazing words of gratitude and recognition from […]
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When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Days before lockdown became mandatory in the regions where we operate, we were in full swing making the move to a 95% work-at-home model for our entire business. Our mission was clear […]
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We believe that every outsourcer should earn your business by delivering value day in and day out whether your relationship with them is in its first year or its 20th year. After all, continual improvement and striving to evolve are the hallmarks of long-term success. Great companies are regularly assessing the ongoing value of […]
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That RFP process is a grind, eh? The peak experience is when you finally get to call your new strategic partner and let them know they are the successful bidder. After that, it would be nice to take a breather. But you’re ready to implement and transition into your new outsourced customer care program […]
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The pandemic has put a thousand things on hold. From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. And, of course, your company’s plan to launch a new outsourced customer care program. We get it – the thought of signing on with a new […]
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Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners. Do […]
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2020 marked the workplace like no other year in recent history. For more than two years, everyone worked to settle into new patterns of working and communicating, and we’re finally seeing a return to “normal.” We rejoiced when our favorite coffee shops re-opened, and we got all dressed up again when the commute to work […]
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Time kind of lost all meaning in the first half of 2020 so it’s especially hard to believe we’re in the middle of summer already. In the world of customer service, every industry has had their own unique challenges this year, and it’s clear that most companies have had to pivot in their approach. We […]
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