The January-February 2017 edition of the Harvard Business Review contained a very thought provoking article called “Kick Ass Customer Service.” It’s thought provoking because the authors challenge the entrenched belief that people who are predominantly empathetic make the most effective contact center agents.
I once worked at a contact center that had a contract with a state agency. One of the contract terms stated that they could show up unannounced at our facility any time they wanted to in order inspect our operations. We had been in business for a couple of decades at this point and had... Read more »
Contact centers are fast-paced, often “hair on fire”, environments. A leader’s day can be consumed with personnel issues, customer escalations, technology glitches and scheduling challenges. With so many short-term priorities that need to be addressed, it can be difficult to shift mental gears and think strategically. Plus, who has the time?
Whenever I type the phrase “contact center”, I’m reminded of the time I ran into a former colleague from a previous employer (a financial services company). When I told him I was working at a contact center, he replied with, “So people call you guys when they need more contact lenses?” That was good for... Read more »
September marks USA800’s twentieth year of operating in St. Joseph, MO. Our operation in St. Joseph was originally a small supplement to our Kansas City facility but has experienced significant growth as more and more companies outsource their contact center services to USA800. Now, we employ nearly 320 associates at our St. Joseph facility and... Read more »
FORT LAUDERDALE, FL, August 14, 2017 – The Results Companies (“Results”), one of the world’s leading Customer Experience Management providers, announced today that it has completed the acquisition of USA800. The acquisition of USA800 continues Results’ strategic growth plans and provides both Results and USA800 customers with expanded capabilities and Resources.
FRAM, probably best known for manufacturing oil filters for cars, uses “pay me now or pay me later” as its marketing slogan. In its TV commercials, a mechanic says this to customers who are reluctant to pay for an oil change. And the meaning is that you can pay for a relatively inexpensive but proactive... Read more »
Should agents receive incentives? On the surface, it’s a somewhat strange question because agents are people, and people like and respond to well-structured rewards systems, so why wouldn’t a company provide incentives to agents?
When companies outsource with a call center vendor, they are often given a choice to have their calls sent to a shared or dedicated environment. One of the many appealing benefits of working with a vendor partner is that they can offer this type of flexibility to their clients. In a shared environment, calls are... Read more »