Insights

Call centers are notorious for their high turnover rates. According to the Bureau of Labor Statistics (BLS), the professional and business services industry (which includes call centers) had an annual turnover rate of 64.2% in 2021. That’s higher than the average—about 47.2% in the same...

Improving customer experience and satisfaction is the goal of every BPO and customer service center. But what does it really mean to improve customer satisfaction? We think it simply requires a willingness to listen and treat every caller like the individuals they are. But that may...

Silicon Slopes, an annual event that brings tech companies from around the country to Utah, offers a great opportunity to discover new strategies that can transform your business.   But here’s the problem: Technology companies are often stretched too thin to implement these new and exciting...

High attrition can be one of the most costly problems a business can face, especially if that attrition comes from the new hires you just spent so much money onboarding. A study by Jobvite found that 30% of job seekers have left a job within...

The COVID-19 pandemic thrust most of the global workforce into a remote work setting. This led many people to work from home for the first time. And they liked it.  Even as social distancing restrictions eased, many companies chose to continue the work-from-home setup to appease...