December 13, 2021

A survey of our top 5 company blogs for 2021 can be summarized in two words: Competitive Edge. These posts provide pandemic-tested insights into recruiting, hiring, and onboarding, while offering a refresher on the familiar topic of customer service. We’ve listed this power-packed group for you below. Just click the links to learn more, and kick...

October 22, 2021

During an initial interview for a customer service agent role, an applicant enthusiastically shared that the reason they were qualified for the job was their friendliness. “Ask anyone and they’ll tell you I’m a people person.” Yet, the applicant was a little surprised when the conversation made a quick pivot to system navigation. The truth...

September 16, 2021

Many companies have moved toward self-help for customers (think airline reservations, shopping, banking, consumer services, transportation). While this trend offers a level of convenience for basic transactions, customers still seek live-agent support for more complex issues or purchases. Frustration spikes when customers are unable to reach a live person for support[1]. In a global customer...