Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used




Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used


This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties


Here are some suggested Connections for you! - Log in to start networking.

Sri Sumari
GM Health Care Service
Heriadhi Waskitho
Quality Auditor
Diana Syahriyanti
Contact Center Departement Head
Luzviminda Alabata
Call Center Supervisor
Nikola Cocovic
Head of Partnerships

Evolving Customer Service to the Next Level in 2017 - Amy Bennet Roach - Blog

Evolving Customer Service to the Next Level in 2017

The evolution of the self-serve customer service solution isn’t exactly headline news as we enter this new year. We all know that many, if not most, consumers today prefer to avoid interacting with a live customer service representative if a self-serve option is available. But when a complex situation pushes a consumer to their wit’s end and forces them to contact the call center, the agent they need may not be the agent most brands provide. Industry expert Matt Dixon believes it’s time to break the customer service hiring model. And that is headline news.

In 2017, we believe that the next big leap forward in customer service is not going to come from “how” we handle customer service – it will come from redefining “who” handles customer service. Matthew Dixon, author of Kick Ass Customer Service in the Harvard Business Review, led a global, cross-industry study that found the type of agent service managers hire most often is not the type of agent most likely to make interactions both efficient and painless (We’re especially delighted that Dixon’s new HBR article holds up Blue Ocean as an example of an outsourcer whose profiling and hiring practices are already successfully geared toward the effortless experience). Dixon presents the concept of the Controller agent in his compelling article – a concept that we believe will change how both in-house and outsourced call centers will approach their hiring in 2017 and beyond.

As you’ll see in Dixon’s article, we’ve successfully built a differentiated profiling and hiring process founded on “starting with who, then what.” Our strategy is designed to attract agents who can take charge and pursue the right solution with every resource at their disposal. The story of our agent Anthony Conrod delivering custom server parts overnight to Children’s Hospital Los Angeles for a time-sensitive procedure is only one of countless instances where the ability of our agents to use their knowledge and act with confident urgency changed lives for the better. As 2017 begins, we anticipate that more brands will see the value of hiring Controllers, as Matt Dixon calls them, into their customer service team.

If you’re ready to evolve your customer service solution in 2017, let’s talk. We’re leading the pack in hiring for the effortless customer service experience and can put that expertise to work for your brand. Click here to connect with our director of sales.

Publish Date: January 5, 2017 4:18 PM





About us - in 60 seconds!

Submit Event

Upcoming Events

The 19th World Final Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...

Newsletter Registration

Please check to agree to be placed on the eNewsletter mailing list.
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
session cookie set = True
session page-view-total = 1
session page-view-total = 1
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =