Blog: Back Office Support

There’s a constant effort to provide customers with the “best” experience. But what is the best experience? Even with a journey map in hand, there’s an inevitable push and...

It’s that wonderful time of year when healthcare insurers can take a breath and plan for their next open enrollment period. But don’t relax for too long. With the combination of...

It’s well known that President Donald Trump has made job creation one of his signature issues, with corporations already pledging to hire more people in the U.S., as well as repatriate jobs...

Many companies today are faced with the reality that cybersecurity is a critical issue and it is difficult to protect customer and employee data. Coupled with the rise of cloud technologies and an...

The automotive industry isn’t about products anymore. It’s about relationships. Vehicles are becoming more and more alike, and even impressive technology is being co-opted and...

Product-centric cultures are out and customer-centric cultures are in. That is the mantra being echoed across organizations today. However, acknowledging the need for change and actually...

When I started in the customer care industry many years ago, the quality of the person hired and how they were trained was paramount. Today, that is truer than ever. When a customer reaches out and...

There's an old axiom that continues to ring true: Engaged employees lead to satisfied customers. Unfortunately, research continues to point to rising levels of employee disengagement. In fact,...

In the past, client sales strategy was straightforward: Companies tailored their value propositions according to the needs of a target market. But it’s not so simple anymore. Buyers today...

Mergers and acquisitions have become commonplace throughout the telecommunications space. In 2015, brands like Lightower and Fibertech, Crown Castle and Sunesys, and Frontier and Verizon had M&...