News & Insight

The Top 7 Drivers of NPS: Why they matter in today’s rapidly evolving contact center environment Inbound customer issues in today’s contact centers are complex. With rapidly evolving customer self-help technology, engagement specialists (agents) rarely respond to simple or routine inquiries. Brands are scrambling to keep their specialists (agents) technically savvy for customer issue resolution while keeping NPS scores high. What drivers contribute to higher NPS scores and how do you provide your frontline with the skills to differentiate? Read More
The Dialogue Model: Turn breakdowns into brand building while doubling NPS Your client’s billing platform has a glitch impacting thousands of customers. Calls are flooding into the contact center and you’ve just learned that the glitch won’t be fixed for 48 hours. You’re thinking to yourself, It will take weeks to bring our NPS scores back to normal. But, what if nightmare scenarios like this are actually opportunities to turn breakdowns into brand building? Read More
Engaging for disaster: Ditch metrics-driven engagement for higher NPS scores Since its creation in 2003, the Net Promoter Score (NPS) has asserted itself as a better predictor of brand performance than customer satisfaction. Most contact centers view NPS as a key indicator of performance, creating metrics-driven engagement in the center. But, are metrics-driven contact centers, striving for high NPS scores, really engaging for disaster? Read More
The Dos and Don'ts of Reaching Millennials via Social Media Today's marketers have countless options when it comes to social media. Some platforms peak in popularity and then quickly disappear. This makes it difficult to determine which channels to invest time and budget in. Read More
Designing your contact center for greatness: How communication design increases performance impact Great design lives in infamy and in our imaginations. Take for example the Barcelona Chair (1929), the Sydney Opera House (1973) and the iconic iPhone (2007), which has changed the way we communicate and manage our lives. Great design has impact. So why can’t contact centers be designed for impact and greatness? Does a great customer experience have to exist only in our imaginations? Read More
Startek Brings 200 Jobs to Greeley by June 2017 STARTEK (NYSE: SRT), a leader in business process outsourcing services, is now hiring full-time and part-time employees at its Greeley engagement center to support one of its clients currently expanding its customer engagement efforts. The company is seeking to fill a total of 200 positions by June 2017, including customer service representatives, supervisors, managers, and support staff. Read More