News & Blog

February 02, 2022

Why Empathetic Leadership Makes Good Business Sense

By Andrew Coffey

The business climate of 2021 will long be known for what’s been dubbed “The Great Resignation.” With an average of 3.9 million workers...

January 20, 2022

Customer Service, Outsourcing, Technology

Telecom CX Is Key To Diminishing Churn

By Cesar Guzman

With an average annual churn rate of 27% (in some segments, it rises to well above 50%), the telecom industry has long been faced with ...

January 07, 2022

Customer Service, Outsourcing, Training & Development

Use Teamwork To Develop Leaders

By Andrew Coffey

“Management is about persuading people to do things they do not want to do, while leadership is about inspiring people to do things the...

September 16, 2021

Customer Service, Fintech, Technology

Building Customer Relationships During The 5th Industrial Revolution

By Sean Bennett

According to the World Economic Forum, we are standing at the threshold of the 5th Industrial Revolution (5IR). Loosely described ...

August 31, 2021

Customer Service, Outsourcing, Training & Development

Listening Is Key To An Empathy-Driven Approach To Collections

By Andrew Coffey

Empathy. Understanding. Respect. Concern. Trust. To the average person, these words are rarely associated with the debt collection i...

July 20, 2021

Customer Service, Technology

Digital Transformation In The Contact Center

By Cesar Guzman

While it may come as a surprise to many, the term “digital transformation” has been part of the business vernacular for nearly three de...

June 14, 2021

Compliance, Customer Service, Training & Development

Contact Center Quality Assurance Considerations

By Robert Caracciola

"This call may be recorded or monitored for quality assurance and training purposes." This automated message has become so common th...

March 25, 2021

Customer Service, Outsourcing, Technology

The Value of Proactive Customer Service

By Cesar Guzman

After completing a comprehensive study of more than 6,000 consumers, Gartner points to the many benefits of a proactive approach to cus...

February 17, 2021

Customer Service, Outsourcing, Training & Development

The Growing Importance of the Universal Agent

By Corey Brown

A colleague and friend recently shared an all too familiar story. Shortly after the onset of COVID-19, he had an urgent need to spea...

February 03, 2021

Compliance, Customer Service

Increased CFPB Oversight Likely Under Biden Administration

By Robert Caracciola

President Biden has nominated Federal Trade Commission (FTC) Commissioner Rohit Chopra to serve as Director of the Consumer Financial P...

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