Agent attrition has always been a huge issue in the contact center industry. High turnover plagues BPO’s around the world for various reasons – high

Now that vaccines are becoming available, businesses around the world are going all out to exceed pre-pandemic norms. Everyone is looking to go beyond recovery and emerge from the past year to be bigger and better than ever

The difference between cost and value is a debate that has been argued over for many years in the contact center industry. Is it better

What happens now? After the dramatic changes we have seen throughout 2020, how do we know if we’re well prepared for the rest of 2021?

It’s always interesting to look at the various areas that people focus on when determining how to improve the performance of their contact center. The

One of the most important ingredients in the creation of a great customer experience (CX) is the employee experience – how does your team feel

When you search Google for most products (or anything really) and then click on the VIDEOS section of the search results, the most common videos

For the past two decades, I have worked for one of the giants of the customer service industry. Today I’m at NEARSOL and enjoying my new role

The Covid-19 pandemic has dramatically forced an emphasis on resilience across the customer service sector. It has become critical to create a customer service environment where your employees and customers are safe, but also where the processes have resilience from any future challenges – such as another wave of the virus – or even a new type of calamity.