Bad news first: data breaches are costly, and they’re becoming more and more common.According to research from IBM, the average global cost of a data breach in 2023 was $4.45 million (USD). In addition, there have already been more than 4.5 billion compromised accounts and records due to data breaches in 2023 alone.As a result, […]
When it comes to luxury, there’s so much more at stake than just the product. Luxury is created by a combination of so many factors: customer experiencebrand reputation word-of-mouth status and more!Creating luxury is not an easy or straightforward task. However, one key aspect is the customer experience—with luxury brands, the customer needs to be at the center of […]
Want to grow your business sustainably and propel your business forward? Of course, every business owner wants to grow their business—but too many business owners make the mistake of thinking that doing everything internally is the most effective way to grow while maintaining quality. That couldn’t be further from the truth. In fact, BPO consulting […]
Managing the reputation of your brand isn’t easy—and when you add the internet into the mix, it gets ever harder. Consider just some of the factors that make this challenging: Things move quickly on the internet, and virality—for better or for worse—can be achieved literally overnight. The volume of online interactions can be impossible for […]
Does call center etiquette matter? The short answer: yes. The long answer? Consider these two scenarios: On one hand, you have Company A. They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. If you have an easy question, you’ll likely […]
Should e-commerce businesses work with outsourced call centers? While some argue that customer support is too important for e-commerce to outsource, we’d argue the opposite: it’s too important to not have external support. When you’re handling your entire customer support and CX in-house, you’re not only using a resource-heavy and costly method, but you’re also […]
What does outsourcing have in common with kale and tofu?All three have somewhat of a bad reputation—but one that’s not warranted. In all three cases, a bit of the right preparation can make all the difference between a good experience and a bad one. But enough metaphors—if you’re thinking about outsourcing your call center, you’re here […]
Choosing a call center provider is a difficult task—and it’s one that comes with a lot of responsibility. A call center can make or break your customer service, as well as significantly impact the reputation of your brand. Obviously, you can’t offload that role to the first call center you come across. But with so […]
Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures. In this […]
There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer […]
Bad news first: data breaches are costly, and they’re becoming more and more common.According to research from IBM, the average global cost of a data breach in 2023 was $4.45 million (USD). In addition, there have already been more than 4.5 billion compromised accounts and records due to data breaches in 2023 alone.As a result, […] 
When it comes to luxury, there’s so much more at stake than just the product. Luxury is created by a combination of so many factors: customer experiencebrand reputation word-of-mouth status and more!Creating luxury is not an easy or straightforward task. However, one key aspect is the customer experience—with luxury brands, the customer needs to be at the center of […] 
Want to grow your business sustainably and propel your business forward? Of course, every business owner wants to grow their business—but too many business owners make the mistake of thinking that doing everything internally is the most effective way to grow while maintaining quality. That couldn’t be further from the truth. In fact, BPO consulting […] 
Managing the reputation of your brand isn’t easy—and when you add the internet into the mix, it gets ever harder. Consider just some of the factors that make this challenging: Things move quickly on the internet, and virality—for better or for worse—can be achieved literally overnight. The volume of online interactions can be impossible for […] 
Does call center etiquette matter? The short answer: yes. The long answer? Consider these two scenarios: On one hand, you have Company A. They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. If you have an easy question, you’ll likely […] 
Should e-commerce businesses work with outsourced call centers? While some argue that customer support is too important for e-commerce to outsource, we’d argue the opposite: it’s too important to not have external support. When you’re handling your entire customer support and CX in-house, you’re not only using a resource-heavy and costly method, but you’re also […] 
What does outsourcing have in common with kale and tofu?All three have somewhat of a bad reputation—but one that’s not warranted. In all three cases, a bit of the right preparation can make all the difference between a good experience and a bad one. But enough metaphors—if you’re thinking about outsourcing your call center, you’re here […] 
Choosing a call center provider is a difficult task—and it’s one that comes with a lot of responsibility. A call center can make or break your customer service, as well as significantly impact the reputation of your brand. Obviously, you can’t offload that role to the first call center you come across. But with so […] 
Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures. In this […] 
There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer […]