Insights & Resources

In 2006, the five major payment processors developed an industry-wide standard. The Payment Card Industry Data Security Standard (PSI-DSS) is a voluntary system guided by 12 tenants designed to incorporate both high technology and common sense into best practices. If your business handles payment transactions over the phone, working with

Although the terms ‘contact center’ and ‘call center’ seem synonymous, there are some key differences between the two. A contact center is a hub for managing customer communications and customer service across multiple channels, including phone, email, live chat and social media. Customer-facing teams use a contact center software as

Your internet is down. After being on hold for 20 minutes waiting for someone to answer the phone, you spend another 45 minutes going back and forth with the agent to resolve the problem. Just as you are about to end the call the agent asks, “Do you want to

Your company’s success is often determined by how well you provide customer service. Have you ever had such a negative customer service experience with a brand that it stopped you from shopping with them again? If so, you’re not alone. A whopping 96% of consumers say customer service is important when deciding

Outsourcing call center services can be a game-changer for businesses looking to improve customer experience while managing costs efficiently. Here’s why more companies are turning to external providers for their call center needs: 1. Cost Savings Outsourcing eliminates the need for significant investments in infrastructure, technology, and staffing. This allows

As you begin your search and start having conversations with potential partners, REMEMBER it’s important the call center you choose is compatible with your business, has the resources available to handle your anticipated call volume, and has strong managerial experience. Whether on a site visit or via phone, try to “S.T.I.C.” to

We are responsible for recruiting and hiring new Gurus. Through our recruiting efforts and screening protocol, we attract and hire the best talent in the industry.

We provide Operations with the Key Performance Indicator (KPI) results for every customer. Operations uses this data to create action plans designed to address the root cause for each area of opportunity in order to ensure that every metric meets or exceeds the target. KPI and Compliance is also in

Our group is responsible for the creation of solutions for clients and the maintenance of applications. We create user-friendly applications that make our employee’s lives easier, improve the efficiencies of our internal processes and develop applications that streamline the support we provide for our clients.