News & Insight

The Science of Dialogue: STARTEK’s Dialogue Expert, Ted Nardin, discusses the future of contact centers Human dialogue science is the future of contact centers. Genuine human dialogue has a more powerful influence over customer experience outcomes than all other factors combined. This powerful human element can make or break your customer brands. Effective human dialogue is not bound by global geography, culture or language. Read More
Q&A With Ted Nardin, STARTEK Ideal Dialogue Expert The Science of Dialogue: STARTEK’s Dialogue Expert, Ted Nardin, discusses the future of contact centers. Read More
Move the Needle on Satisfaction Scores: 3 Things Every Call Center Needs to Do Now Reports and research are telling contact centers that their customers crave the human touch – especially in that last mile. But, you’ve invested a lot in technology; how are you going to see ROI on your investments if you need to increase the level of engagement with your frontline? Read More
Bad Actors: Ditch the script to Win the No-Win Conversation Your contact center’s engagement specialists are armed with scenarios and appropriate responses. They’ve practiced and role-played these empathetic scripts to a tee. Given all of this, you’ve been unable to move the needle on NPS and CSAT scores. You may have a contact center full of bad actors. Are you willing to ditch the script? Read More
Safe Harbor in the Storm of No-Win Calls: Self-help technology meets human communication science in the contact center Self-help service has reduced resolution costs for contact centers; most customers simply want to solve technical problems on their own. But if they can’t, your engagement specialists are met with fury by those ‘no-win’ calls entering the contact center. These calls require human contact, mixed with a little communication science. Read More
Rose Cruz & Andy Rangel Celebrate Their 20th Anniversary With STARTEK STARTEK has a commitment to our customer brands; this commitment could not be fulfilled day after day, in each of our contact centers, without you – our Brand Warriors. When hearing about Rose and Andy’s 20th celebrations, our CEO, Chad Carlson said, “Now that is a BAM!!!!!” Read More