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Employee engagement is the lifeblood of successful organizations. If you disagree, these two stats may help convince you: Research shows that employees with the highest level of commitment perform 20% better than those with an average level of commitment. Employees with the highest levels of commitment are also 87% less likely to leave the organization. […]

How much do you spend on inbound call center technology? You probably spend more than you think. Many SMBs spend a lot. The question is: Is your investment paying off? Does it improve customer service? How about customer satisfaction? According to this study, investing in advanced call center technology: Reduces average queue time from 12% […]

Measuring the ROI isn’t rocket science. But it can be telling—especially if you’re outsourcing inbound call center services. Often, outsourcing’s benefits greatly exceed the money invested—making it well worth the effort for many SMBs. Call center technology is one reason why outsourcing’s ROI is often above average. Call center technology has radically changed call center […]

If you manage an inbound call center, you face a big challenge. You need to boost your call center’s performance cost-effectively. Otherwise, customer satisfaction could fall below acceptable levels. And that could cost your company millions. But boosting call center performance isn’t easy. So how do you do it without blowing your annual budget? One […]