Insights & Resources

Contact center outsourcing clients want guaranteed business continuity and security that is out of reach for BPO providers that are either pure-play brick-and-mortar or work-at-home providers. The only real solution is a strategic blend of brick-and-mortar and work-at-home that only hybrid service providers can offer.  We all learned from the

Sure, big hiring bonuses are alluring, fair and reliable paychecks are a necessity as is a safe work environment, but what else are. contact center agents really looking for from their employer? In an industry where high churn rates severely affect service delivery, negatively impact the overall customer experience, and can kill the

Have you ever called into a customer service line and known you were talking to someone 3,000 miles away? That distance is about more than physical separation; it can mean an inability to connect and to understand each other, and in customer experience that can be detrimental to customer satisfaction.

When partnering with a contact center provider, accountability and performance tracking are key to a successful, long-term relationship. The Office Gurus, a premier global call and contact center provider, serves as a resource for this planning. As the below article outlines, it is essential to understand industry metrics and properly

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