Insights
Dive into our curated infographics and video resources to get the latest industry trends and spark new learnings.
Blog
Role of Advanced Contact Centers in Providing Patient Support Services During COVID-19
Advanced contact center solution can help governments respond effectively to this pandemic. We provide people-oriented solutions that can collaborate with contact tracing technology solutions, and work with government agencies to roll-out patient support services.
Looking Back on the Legacy of CEO Tony Hsieh
With the recent passing of Tony Hsieh, CEO of Zappos, it is the perfect opportunity to look back on the legacy he left behind. Because while Hsieh may have passed on, the changes he made to customer service and company culture are lasting and have spread far beyond Zappos.
Gurugram, India: Great Offshore Destination
Gurugram is situated in the state of Haryana. It is considered one of the top financial and banking districts of the country. Home to approximately 250 Fortune 500 companies including PepsiCo and Hyundai, it has a population of 1,153,000 people. The city is situated on the banks of the Sahibi River and features mild temperatures, a favorable exchange rate, and English as a common language.
White Paper
White Papers
Strategies to Lead a Successful Work-at-Home Contact Center
This white paper examines how WAH changes agent recruitment, equipment, training, team leadership and introduces new Human Resources (HR) and employment law issues.
The Future of Customer Service – What Your Business Needs to Survive and Thrive Post-Pandemic
The coronavirus pandemic has affected nearly every aspect of everyday life, including the way customers behave in the marketplace. How companies respond to the effects of the pandemic is shaping customer perceptions.
Guide: The Future of Customer Experience
Contact centers that are equipped for the future will rely on computational linguistics, artificial intelligence, and natural language processing to improve interactions with customers. A strong omnichannel approach, allowing customers to communicate via live agents or digital service depending on their preferences and the situation will be key. An approach promoting meaningful interactions can result in both happier customers and happier agents.
Case Studies
Rapid Staff Migration To Work From Home Model
As the first wave of the Covid-19 pandemic reached its peak and governments directed offices to close, it took us only 5 hours to plan a transition for 95% of our employees to work from home. Here is our story.
Achieving 100% Compliance and Massive Cost Savings for HVAC Clients in Canada
With our voice-assisted technology, we achieved 100% compliance, Saved CAD 230K annually, and achieved 100% in quality scores for HVAC clients requiring pre-sales verification, to comply with Bill-55 in Ontario, Canada. Read how we did it!
Reducing Past Dues And Recovering Millions With Modern Technology And Strategic Approach
The recovery approach of a major energy client in the US got a major overhaul with our modern technology & strategic approach. Our ‘Collections with Care’ method resulted in a 6x increase in outbound calls, a 186% increase in automated monthly payments, a combined reduction of $2.8M in past due 30,60, and 90-day buckets, and more. Here is how we did it.
Podcasts & Webinars
Making your Customer Experience Management Disaster Proof
The remote workforce model opens up great opportunities and challenges for contact centers. While it opens up the chance to hire a mature talent pool, it poses a challenge to create secure and compliant work environments.
Top 3 CX Trends
Tune in to hear Elizabeth talk about the past, present and near future of the customer experience and the top global trends to follow in rebranding your CX playbook!
RPA in Energy
North America’s energy and utility sector has legacy systems and technologies that mar the customer experience. Customers tend to interact with Energy companies when they want to start or change service, pay bills, contest bills, or lodge complaints—the easier these interactions, the better the experience – simple as that.
Videos
Explore our solutions and get a behind the scenes look at our contact centers.
Infographics
We’ve put together the industry’s latest research in beautiful visuals to spark new ways to learn.
How Change Champions Are Leading Our Work From Home Solution (WFHS) During COVID-19
Quality Is Our Culture Catalyst: How We’ve Enhanced & Accelerated Our Growth at CP360
Utilizing Emotional Intelligence To Fuel Creating Legendary Human Experiences
Why Your Companys Value Proposition Matters in 2020 & Beyond
Our Contributors
Asad Mirza
Chief Executive Officer
Tony Aiello
Chief Strategy Officer
Mark Rodrigue
Senior VP, Operations & Global Growth
Tracy Carter
SVP Work at Home Solutions
Elizabeth Sedlacek
VP of Client Relations & Partnerships
Wendy Hanlan
Head of Travel & Tourism Partnerships
Jessica Johnson
Head of Healthcare Partnerships
Asya Avagyan
Head of Automotive Partnerships
Adrian Barry
Senior Sales Engineer
How can we help?
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