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What’s the biggest challenge you face today? Many mangers think it’s meeting the shifting demands of customer service? To do it, you must be able to serve customers on their own terms—not yours. Often, that’s easier said than done. So savvy managers are turning to the cloud to power their contact center operations. Using the […]

“Culture eats strategy for breakfast.” It’s an old saying. But it’s all too true. A company’s culture can derail strategy execution. In fact, you may have seen it happen at your company. Culture can also stifle innovation. When it does, it threatens a company’s survival. Put simply, stifling innovation hurts both your top and bottom […]

Ever wonder just how much poor customer service costs? It costs a lot. Probably more than you think. A recent survey of consumer attitudes toward customer service in 16 economies says poor customer service cost upwards of $338.5 billion (USD) worldwide annually. The survey also says that the average annual value of each customer relationship […]

There’s no leeway for failing in business. That’s because the consequences are enormous. In other words, you can afford to fail. Take outsourcing. When you fail at outsourcing, you miss a chance to do three things: Cut operational costs Increase added value Focus more on core functions And this is just the tip of the […]