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New Year's Resolution: Better Customer Care Staff Planning

The holidays have finally drawn to a close. While the rest of the world is busy making New Year’s resolutions, e-commerce retailers are already busy thinking up ways to better prepare for next holiday season—and customer care is a fundamental part of that. So, where do you start?


3 Must-Have Site Enhancements for Holiday 2015

The holidays: It’s the most wonderful time of the year – but it can also be the most stressful time of the year. Soon, shoppers will flock to their favorite e-commerce sites to purchase gifts for their loved ones. By implementing a few key optimizations, you can ensure your site is at the top of their lists when it comes ti…


10 Website Design Nightmares (and How to Avoid Them)

So, you’ve chosen your new site design and set your deadline for launch – what could possibly go wrong? More than you think. Our site designers and developers are experienced in handling many of the typical site design nightmares, and we’ve compiled the top 10 here for you – with tips on how you can avoid them.


SEO for E-Commerce: Stay Ahead of Your Competition

The search engines are crowded. Everyone is vying for a position on the all-important first page. It’s impossible to battle everyone – and fortunately, you don’t have to. You only need to outrank those sites jockeying for a position in your niche. So, how do you figure out who to target? And once you target them, what can y…


Speech Analytics: The Future of QA in Customer Care

For many years, the world of contact center quality assurance had remained relatively unchanged. QA agents would listen to recorded phone calls and check off boxes on a spreadsheet. Due to the manual nature of this process, fewer than 1% of calls were actually monitored. Five years ago, that all changed. Enter speech analyt…