News Articles / Blog Posts

CALL CENTER OPERATIONS: Call Centers Started the Work From Home Revolution

News Articles / Blog Posts /

The COVID-19 pandemic may have brought work from home into the mainstream but the call center industry has been using at-home representatives for decades. Fast household adoption of high speed internet allowed commercial telephony applications to work in residential areas. Virtual platforms save call center businesses hundreds of thousands of dollars per year by eliminating […]

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LEADERSHIP: Is Management Development Still Important in Business?

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Business organizations that employ more than 1 person usually have a manager or senior person that makes decisions for the betterment of the operation. Customer driven businesses especially rely on managers or supervisors to make real time decisions that can directly impact costs and profitability. With such power and influence within the organization, it is

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HUMAN RESOURCES: Team Well-Being Impacts Productivity and Profitability

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A recent employment survey from Canada paints a bleak picture for today’s employers. The report by Hays, a recruitment firm, indicates that 71% of workers surveyed said they would leave their jobs for better opportunities once prospects and the economy improves. On a more micro scale, 7 out of the 10 employees that managers work

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MANAGEMENT: Technology Can Bridge the Communication Gap

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Frontline teams provide the backbone for any customer facing business and with turnover across most industries at 35%-50%, strategies to increase retention are crucial to controlling escalating hiring and training costs. A recent Beekeeper survey of 8000 frontline workers suggested  that poor communication was in the top 3 of reasons for dissatisfaction in the workplace.

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CALL CENTERS: Effective and Efficient Operations Starts at the Top

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Call centers are still used as the first point of contact in many industries and maintaining efficient and productive operations is key to achieving results. As AI technology sweeps through the channel, many call centers are facing an uphill battle when it comes to keeping their human staff happy and motivated. That battle starts at

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An Express Operational Review for Contact / Call Centers

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Call centers still play a pivotal role in any customer driven business and a recent study (https://www.zippia.com/advice/call-center-statistics) suggested that 88% of customers prefer speaking to a live person over automated responses or navigating complex menu systems. Frustrating or incomplete engagements cause customers to abandon transactions or even worse, take their business elsewhere, causing over $60

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Mass Layoffs and Uncertainty Bring a Grim Mood to the Workplace

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Business headlines have been dominated by bad news with huge layoffs in the tech sector as well as continued retail and restaurant closures. The negative attention can have taken its toll on frontline workers who usually bear the brunt of company belt tightening. The down atmosphere in business can greatly impact costs and profitability by

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