The Esports industry has thrived since movement restrictions increased our time spent at home. Research from Nielsen found that 89% of global consumers played video games and watched video game content during the height of the COVID-19 pandemic lockdowns. But as the world begins to open back up, how does the industry sustain this growth and inspire loyalty amongst their user base?

As our screen time increases, the gaming industry has managed to flourish, capturing much of our limited attention. This is primarily because of the continuous introduction of exciting advancements in technology, including 4K, online streaming and Virtual Reality (VR).

When the pandemic hit, Everise swiftly transitioned 95% of our champions in the Philippines into a secure work-at-home environment within weeks - since then we have continued to thrive.

It’s a central challenge confronting CX operations: how to economically retain the most qualified and experienced talent when single client support demand fluctuations may not justify their year-long employment? This is an especially thorny mess to untangle when working to retain notoriously difficult-to-recruit licensed agents whose certifications are indispensable, though maybe only a few months at a time.

Japan is an amazing destination and is widely known for its fascinating and colorful culture. The country is a blend of Eastern traditions and Western modernity built upon a prolific history. Upon visiting the country, one will immediately notice the pristine natural scenery with some of the world’s most beautiful waterfalls. And of course, one shouldn’t miss seeing the infamous Mount Fuji or the blooming of the cherry blossoms.

Since Everise quickly transitioned to a home-based support model in March, our people have now had time to adjust to a work-from-home environment. We've gathered internal data and learnings to review our work-from-home operations and see how it has affected our employees and overall performance.

As the year 2000 approached, then Microsoft CEO Bill Gates -- who at the time enjoyed near-Nostradamus status --  was asked about the most important technology developments to anticipate in the new century. One thing Gates described seemed highly improbable at the time: the idea that as internet bandwidth approached computer processing speeds, actual data computation and storage would take place farther and farther from the user.

So many of life's great leaps forward happen in the wake of profound disruption. For example, the fossil record regularly shows an explosion of new species shortly (in geologic terms) after evidence of violent asteroid impacts. Simply put, disruptive events alter the environment in ways that challenge incumbents, open up new niches and force all participants to innovate in ways that have enormous long-term ramifications. 

At Everise, we've always believed that the optimal outsourcing strategy is one that is blended between work-at-home and brick-and-mortar, as well as distributed globally. However, while the market was catching up to us, a global pandemic rapidly sped this process up.