What Does the Goodbay On-Boarding Process Actually Look Like?

September 5, 2019

You’re signed a service agreement and you’re ready to get started with your brand new Outsourced BPO provider. Now, what happens?

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Building Your Quality Assurance Program: Breaking Things Down

August 16, 2019

Although the term “Quality Assurance” may bring with it some fairly sophisticated and far-reaching implications, the concept at the heart of it couldn’t be more straightforward. It simply refers to “an ongoing testing and/or evaluation activity that ultimately provides valuable insights into...

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The Importance of Big Data: Meet Your New Competitive Advantage

August 1, 2019

Over the last decade, in particular there has been an enormous level of disruption taking place across the contact center industry. Those who are still holding onto the “tried but true” best practices of an era that has long since ended are rightfully scared. Any change brings with it an...

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What You Need to Know About Data Security and Protection

June 20, 2019

According to one recent study, a massive 60% of all small businesses permanently close their doors within just six months of a cyber attack taking place. When you also consider the fact that the vast majority of these types of attacks actually target small businesses in the first place, it’s...

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How Artificial Intelligence and the Customer Experience Intersect

June 6, 2019

These days, customer experience isn’t just important – it’s essential to everything that you’re doing as a brand. It’s the cornerstone upon which your competitive advantage will be built, even in the must cutthroat of industries. According to one recent study, a massive 67% of customers say that...

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Omnichannel Support: What It Is, Why It Matters & Why You NEED to Care

May 15, 2019

In an era that has long since ended, if one of your customers had a question or a problem with their service and needed to get into contact with someone, they essentially had one option through which to do it:

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Why Overseas Outsourcing Doesn’t Work

May 1, 2019

As businesses of all kinds look for opportunities to scale in size, cut costs, preserve profit margins, and create a better experience for their customers all at the same time, they often begin to think about call center outsourcing as a viable way to accomplish these goals.

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How Goodbay can Care for & Grow Your Startup & Achieve Sustainability

April 23, 2019

The term unicorn can refer to more than just a mythical creature. Another definition that is a bit more reality-based is “a startup company valued at more than a billion dollars – typically in the software or technology sector.”

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What Your Brand Needs to Know About Social Media Support & Moderation

February 20, 2019

One of the most important things for you to understand about running a business in the modern era is that your relationship with your customers is more active than ever before. People no longer have passive connections with brands. Thanks to the fact that most adults own a smartphone, people...

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Agent Certification Program = Products Experts & Brand Ambassadors

January 29, 2019

At Goodbay Technologies, we always strive to be more than just another solutions provider for your organization. Yes, we want to make sure that your call center always has the people necessary to create better and more fulfilling service experiences for your customers. But we also want to offer...

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