Outsourcing

October 11, 2022

According to the American Customer Satisfaction Index (ACSI), American consumers are showing continued dissatisfaction with the level o...

March 07, 2022

Company News, Customer Service, Outsourcing

The Benefits of a Nearshore/Domestic Contact Center Blend

By Cesar Guzman

The demand for nearshore contact center support has grown significantly in recent years, according to organizations such as Forrester R...

February 21, 2022

Collections, Customer Service, Outsourcing, Uncategorized

As Consumer Debt Rises, Have a Collections Action Plan

By Louis Ochoa

According to the Federal Reserve Bank of New York, total U.S. household debt grew by more than $1 trillion to a total of $15.6 trillion...

January 20, 2022

Customer Service, Outsourcing, Technology

Telecom CX Is Key To Diminishing Churn

By Cesar Guzman

With an average annual churn rate of 27% (in some segments, it rises to well above 50%), the telecom industry has long been faced with ...

January 13, 2022

Customer Service, Fintech, Outsourcing, Uncategorized

Financial Services CX: Customer-Centric Strategy is Crucial

By Louis Ochoa

According to a Harvard Business Review survey, 64% of financial services companies consider improving the customer experience to be a T...

January 07, 2022

Customer Service, Outsourcing, Training & Development

Use Teamwork To Develop Leaders

By Andrew Coffey

“Management is about persuading people to do things they do not want to do, while leadership is about inspiring people to do things the...

August 31, 2021

Customer Service, Outsourcing, Training & Development

Listening Is Key To An Empathy-Driven Approach To Collections

By Andrew Coffey

Empathy. Understanding. Respect. Concern. Trust. To the average person, these words are rarely associated with the debt collection i...

April 05, 2021

Compliance, Customer Service, Outsourcing, Technology, Training & Development, Uncategorized

Do It Yourself or Do It For Me? A Crucial Contact Center Strategy Consideration

By Andrew Yudin

From auto repair or home improvement in our personal lives, to accounting or marketing services in our professional lives, the decision...

March 25, 2021

Customer Service, Outsourcing, Technology

The Value of Proactive Customer Service

By Cesar Guzman

After completing a comprehensive study of more than 6,000 consumers, Gartner points to the many benefits of a proactive approach to cus...

February 17, 2021

Customer Service, Outsourcing, Training & Development

The Growing Importance of the Universal Agent

By Corey Brown

A colleague and friend recently shared an all too familiar story. Shortly after the onset of COVID-19, he had an urgent need to spea...

Giving Back to the Community

We are honored to support local non-profit organizations that help mitigate hunger and food insecurity with compassion for those less fortunate such as Mary’s Kitchen and the North Texas Food Bank.

Mary’s Kitchen is a volunteer organization whose aim is to provide compassionate care for the less fortunate of Orange County, California. All services are conducted in a manner, which preserves dignity. One hundred percent of monetary donations received go directly to maintain the services provided for our guests.

The North Texas Food Bank is committed to a hunger-free, health North Texas and works to close the hunger gap by providing access to nutritious food. Every dollar donated to NTFB provides access to three healthy meals for hungry North Texans, and 94 percent of every dollar goes directly to hunger relief programs.

Key Takeaways from The Auto Finance Summit

Buy Now Pay Later Growth Presents Challenges

How To Reverse The Continued Drop in Customer Satisfaction

Giving Back to the Community