Press & News

Quality assurance backlogs are the silent killers of contact center performance. While managers spend their time on live metrics such as average handle time and first call resolution, thousands of recorded interactions pile up in QA queues, waiting for manual review that might never come. At the same time, coaching

Customer Experience (CX) has evolved into one of the most critical differentiators in today’s competitive business landscape. Yet with this evolution comes a complex vocabulary of terms, metrics, and concepts that can overwhelm even seasoned professionals. Whether you’re building an internal CX team or partnering with a strategic BPO provider,

There is a brutal truth about customer onboarding: You’re probably losing 20-40% of potential customers before they even complete your Know Your Customer (KYC) process. It’s not because they’re not qualified; it’s because your process is driving them away. At The Office Gurus, we’ve helped financial services companies transform their

The business process outsourcing (BPO) industry stands at a technological crossroads. While headlines trumpet the coming age of fully automated, agentless contact centers, industry leaders who understand both the capabilities and limitations of artificial intelligence are charting a different course. The future of BPO isn’t about replacing human agents with

The subscription box industry has experienced explosive growth, with the market reaching over $15 billion annually and showing no signs of slowing down. However, this growth has also intensified competition, making customer retention more critical than ever. While many brands focus heavily on acquisition strategies and product curation, the most

The Free Application for Federal Student Aid (FAFSA) deadline creates one of the most challenging periods for educational institutions nationwide. As millions of students and families scramble to complete their applications, financial aid offices experience call volumes that can increase by 300-500% during busy times. This surge in demand often

Quality assurance (QA) serves as the backbone of effective quality management systems, acting as both a preventive measure and a strategic framework that ensures organizations consistently deliver products and services that meet or exceed customer expectations. Understanding the multifaceted purpose of QA within quality management is essential for any organization

When shots were fired at Virginia Tech in 2007, the university’s communication systems were overwhelmed within minutes. When COVID-19 forced campus closures in 2020, student support lines were flooded with calls that took hours to answer. In both cases, the institutions learned the same hard truth: during a crisis, your

Here’s the uncomfortable truth about upselling: most companies are doing it wrong. They’re pushing products customers don’t want, at times when customers don’t want them, using tactics that feel manipulative and intrusive. Ultimately, this damages long-term relationships. But what if upselling could actually enhance the customer experience? What if instead