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    6 min read | January 28, 2023

    Cut the Spoke: The case for going full Work-At-Home-Agent (WAHA)

    As businesses work to find their new, post-Covid-vaccine ‘business as usual’, many brick and mortar call centers are adopting a hub-and-spoke talent distribution model. A... Read More
    3 min read | March 2, 2021

    Six industry trends for contact center talent

    KellyConnect has noted six contact center trends that leaders can expect in 2021. 1. Customers need more empathetic virtual service. COVID-19 quickly improved the business... Read More
    4 min read | November 23, 2020

    Your competitors know what your customers want.

    60% of customers are willing to pay more for superior service. 82% of customers believe experiences with companies requiretoo much effort. 94% of customer... Read More
    4 min read | November 17, 2020

    You never get a second chance to make a first impression

    In our increasingly digital world, customer interactions handled in contact centers often constitute the first (and sometimes the last) human interaction between your company... Read More
    1 min read | September 21, 2020

    Case study: Customized contact center solution for banking acquisition support

    The challenge A financial services and banking institution required a skilled team to assist with customer service and support during an acquisition of new customers and... Read More
    3 min read | June 22, 2020

    Implementing home agents for contact centers

    Managed home agent contact center improves service levels and reduces costs by outsourcing customer care services using a virtual workforce model. Read More