News & Events

Stay on top of all the latest call center industry news and trends

How To Thrive In The Digital Transformation Age

27 May, 2021

  No doubt, we are deeply embedded in the age of digital transformation. Change is moving fast. Choosing not to adapt, to stay in a perpetual status quo leaves room for your competition to step in and deliver exactly what your customers want, the way they want it. Think back to a time when Blockbuster […]

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READY WHEN YOU ARE

27 May, 2021

  2020 taught us a lot of things. Like we don’t need that much toilet paper. Baking bread from scratch isn’t that hard. Daily life carries on, even if it’s virtual. It also shined a light on everyday companies delivering exceptional customer experiences that extend beyond being a good corporate citizen, to being a human […]

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Case Study: How ACME Corporation got its groove back thanks to a new chatbot

27 May, 2021

  Like so many companies with dated technologies lingering in past glory, times are tough for ACME Corporation*. Company founder, Wile E. Coyote* was at a crossroad. Poor sales led to cuts in their customer service department. With fewer qualified contact center agents, the company was unable to respond to incoming customer calls quickly and […]

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Navigating the Remote Work Hybrid

16 April, 2021

  Who could have guessed that The Work From Home (WFH) Movement would continue well into 2021? Even though remote work rose by 173% between 2005 and 2018, the pandemic spawned a new WFH era with long-lasting consequences forcing the contact center industry to rethink how to keep agents happy, engaged and committed to customer […]

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How to build a meaningful AI customer self-service application

16 April, 2021

  Not too long ago, allowing customers to access information and perform transactions by navigating through a series of menus from a phone keypad was seen as cutting-edge. IVR was quite the innovation! Since then, there have been many technological advances motivated by customer demand. Touch tone menus gave way to applications that let us […]

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The WFH Movement

30 November, 2020

The Work-From-Home Movement Has Begun. Are you ready?     Can we all agree that this whole work-from-home situation is not going anywhere?   No longer seen as the FUTURE of the call center industry, it is the NOW of all industries. Covid-19 not only redefined the way call centers operate with work from home […]

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OUR RECAP: ASPECT VIRTUAL CUSTOMER EXPERIENCE CONFERENCE, ACE 2020

23 October, 2020

  Last month we sponsored ACE 2020, Aspect’s Virtual Customer Experience conference. With all in-person events going virtual, they pulled off an incredible gathering with on-demand videos, interactive roundtable sessions, live presentations and focused groups that delivered an insider’s look at the contact center industry.   The event delivered many memorable moments and valuable insights. […]

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Overcoming your most common recruitment challenges: A guide for recruiters and human resource teams

14 October, 2020

  During this global pandemic, the HR department has had a lot to deal with. The switch to remote staffing, mental health challenges and the multitude of uncertainties added to an already stressful environment.    And then there’s the challenge of recruiting candidates in highly niched sectors that require unique qualifications for positions that impact […]

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Call Center Audit, it’s a health check for your call center – no need to open up and say AH!

7 October, 2020

  Unless you’re an insider, most people don’t know what a call center is or does. Images of rows and rows of headset-wearing, smiling clones in far away locations disrupting your evening meal, is what the average person thinks a call center is. But really, any customer facing company with a high volume of interactions […]

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In conversation with Joe and Pierre: A look towards a brighter future

16 September, 2020

The Covid-19 pandemic has changed the way businesses around the world operate. As business owners and employees navigate the new normal, our founders Pierre Lemoine and Joe Bigio  look on the brighter side of things, finding and creating positive outcomes. In this fourth and final episode, our founders discuss the future of the industry and focus […]

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