Insights & Resources

For a moment, put yourself in the shoes of a call center agent. You just finished classroom training. You are amped to get started. You’ve learned about the product or service, the telesales methodology, you have listened to demo calls, role played, and are ready to start applying the knowledge

Click and collect, or buy online, pick up in store (BOPIS), has become a staple of modern retail, giving customers near-instant gratification and merchants a valuable way to improve store traffic. Unfortunately, that same speed that customers love also attracts fraudsters who look to exploit gaps between online checkout and

Ziplining through cloud forests, kayaking bioluminescent bays, or hiking dormant volcanoes; eco adventure tourism has exploded as travelers swap poolside loungers for carbon conscious thrills. Yet the very factors that make these trips unforgettable, like the remote locations and weather sensitivity, also amplify customer experience challenges. Miss one waiver email

College admissions offices know the drill: inquiries flood in as soon as acceptance letters go out and spike again around financial-aid deadlines. Between campus tour requests, FAFSA questions, and housing assignments, even the most seasoned teams can become overwhelmed by nonstop phone calls and chat notifications. A dedicated contact center

For years, the case for outsourcing centered on one metric—labor cost. But in 2025, brands competing on speed, personalization, and data security need to do more than cut costs. They need a partner who drives growth and protects reputation across the board. Smart sourcing with The Office Gurus (TOG) goes

Boutique resorts need loyal guests to thrive. With limited inventory and leaner marketing budgets, word of mouth and repeat stays are essential. A well-designed loyalty program can turn satisfied guests into brand advocates who book every long weekend or milestone celebration. But even the best perks fall short if members

A week in a floating resort should feel effortless, from booking an ocean-view suite to finding your luggage curbside after landing. But itinerary changes, shore excursion questions, and last‑minute cabin upgrades can quickly overwhelm ship staff if the onshore support staff isn’t ready. That’s why leading cruise lines turn to

From heavy coursework to complex clinical rotations, medical universities run nonstop. Students juggle packed schedules, with labs, exams, and hospital shifts, while faculty balance research, patient care, and teaching. One unanswered call about financial aid, a clinical site, or a broken simulation mannequin can throw everything off track. That’s where

Eight out of ten travel reservations never make it past the payment page. Maybe a guest gets spooked by unexpected fees, can’t get a promo code to work, or just has a simple question about pets that they can’t get answered. Whatever the reason, that unfinished booking becomes lost revenue.