Division of Superior Group of Companies
Division of Superior Group of Companies
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A problem arises when a prospective student calls to ask about their financial aid application, and outdated security calls keep the support agent from accessing their records. A catastrophe happens when an admitted student sends a message about a transcript issue, but the agent accidentally exposes another student’s information. This
In today’s volatile business environment, customer demand doesn’t follow a predictable schedule. One day you may be handling routine inquiries, the next you’re managing a surge of support requests from a product launch, system outage, or seasonal peak. Traditional customer service models, with their fixed staffing and rigid processes, simply
Most colleges invest heavily in recruiting their future prospects, yet the real revenue risk often sits with students who are already on campus, quietly considering a transfer or withdrawal. A modern contact center can be the connective tissue that holds those learners in place, supporting them through financial shocks, academic
The days when “going green” was just a marketing buzzword are long gone. Today, 78% of consumers feel that sustainability is important, and they’re backing up their values with their money. Consumers are willing to spend an average of 9.7% more on sustainably-produced or sourced goods, even amid pressures related
Returns don’t have to be a headache. They used to be a necessary evil, a cost center that drained resources and frustrated customers. But what if your returns process could actually be your secret weapon to build loyalty instead of breaking it? In 2023, Buy Online, Return In-Store (BORIS) accounted
Students no longer wait for office hours. They DM admissions at midnight, text FAFSA questions between classes, and expect instant password resets when the LMS locks them out. AI chatbots are perfect for that “always on” expectation, but only if they’re backed by humans who can step in when emotions,
A student in São Paulo finishes dinner and opens her phone to ask about scholarships at a U.S. design school. Two time zones later, a family in Seoul wants details for their student moving into a dorm, and they want them now, not tomorrow. Institutions that rely solely on daytime
Compare shared services with BPO and explore their key differences, benefits, and challenges for your organization. In the competitive landscape of modern business, organizations constantly seek methods to enhance efficiency and minimize costs. Two prominent strategies that have gained traction are shared services and business process outsourcing (BPO). Although both
Introduction Voice analytics technology is transforming how businesses understand and improve customer interactions. At The Office Gurus (TOG), we utilize advanced voice analytics solutions to improve both agent performance and customer experience, creating exceptional brand ambassadors for our clients. What is Voice Analytics? Voice analytics, also known as speech analytics,
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