Customer Service

How to Effectively Manage Seasonal Call Center Volume and Maintain Consistent Service Quality

The holiday rush, tax season, back-to-school shopping—every industry has its peak moments when customer service demand skyrockets. But how do you keep service levels high without overstaffing during slower...

5 Key Factors in Choosing Between Onshore, Nearshore, and Offshore Support

The way businesses approach customer service can define their reputation, drive loyalty, and set them apart from competitors. However, as companies expand their reach, the question of where to...

How to Match Your Customer Service Strategy with the Right Contact Center Model

In today’s competitive business landscape, delivering exceptional customer service is non-negotiable. Companies striving to maintain a competitive edge must optimize their customer service strategies to align with organizational goals...

New Year’s Resolutions for Contact Centers in 2025

It’s that magical time of year again when gym memberships spike, fridge contents mysteriously switch from pizza to kale, and everyone suddenly believes they’ll wake up one day to...

Contact Center Industry Trends in 2025: Key Trends to Embrace This New Year

As the confetti settles and the champagne glasses are put away, contact center leaders know it’s time for more than just resolutions about hitting the gym or cutting down...

5 Ways to Prepare Your Customer Care Agents for the Holiday Season

Ensure Your Customer Service Team Delivers Exceptional Experiences During Peak Season The holiday shopping season is upon us, bringing joy, cheer, and a flurry of shopping carts both online...

How to Increase CSAT Scores During the Holidays

Don’t Let Holiday Chaos Steal Your CSAT and NPS Cheer The holiday season is a time for joy, sales, and… stress. As “All I Want for Christmas Is You”...

From Silent Nights to Full Queues: Managing High Call Volume During the Holiday Rush

The holidays are here, and while your customers are jingling all the way, your phone lines are probably ringing off the hook. High call volume is a hallmark of...

Customer Service | Case studies

Delivering Exceptional Customer Support for a Global Streaming Leader Through Agile Workforce Management

Client Success – 8% improvement in FCR 2 week launch 8% AOV increase Share Overview When a global leader in subscription-based streaming, offering on-demand TV shows, movies, and...

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