“A brand is no longer what we tell the customer it is – it’s what customers tell each other it is.”- Scott Cook, Intuit

A while ago, our Chatham client delivery center in Ontario, Canada helped a major automotive company change the way...

Anyone who’s ever worked in contact center management understands that the job is not for the faint of heart. Dealing with daily problems is inherent in the business process outsourcing environment...

For most of us, life changing experiences mean events that make a dramatic impact on the way we live our lives and think about ourselves, others and the world. When we think “life changing experience” we tend to think of the big things, like the birth of a child or saving a life.

We know that customer retention and loyalty management is crucial to long-term business success, especially in a slow-growth economy. Incentive programs can be a great tool to drive loyalty but with endless incentive design options, the best way to ensure that your investment in an incentive program...