Contact center vendors come in all shapes and sizes. They vary in terms of location, industry focus, and technical capabilities. Some are better at sales. Others specialize in outbound calls. But one thing they should all have in common is an unrelenting commitment to the clients who outsource their operations to them.
Choosing a new contact center vendor is a significant undertaking. There are complexities involved with integrating technology, orchestrating knowledge transfer and forging a strong partnership with a contractor. Depending on the size of your operation, there may be a sizable investment at stake. Most important, your customer experience depends on you finding a competent vendor... Read more »
When you outsource your contact center services to a vendor, you gain a new member of your team called an account manager. Your account manager typically performs several different functions for you within the vendor organization, including project management, planning, monitoring performance and advocating for your account among internal teams. Integrating your account manager into... Read more »
When you’re searching for a contact center vendor, the efficient and comprehensive sharing of information is critical to choosing the right partner for your business. Many organizations use a formal request for proposal (RFP) process as a method to gather this information from vendors.
Superhero movies rule the box office these days. Every superhero is unique, with their own back stories, strengths and flaws. The thing that binds them together and makes them superheroes is the existence of some kind of super power that they have figured out how to leverage in order to make them really effective.
QA calibration sessions are a common way to ensure that quality assurance analysts are on the same page when it comes to evaluating customer calls. During a typical session, analysts independently score a call and then discuss the results with end goal of becoming “calibrated” so that analysts will score calls similarly. It’s impossible to... Read more »
Digital communication methods, such as email, texting and social media, have taken a huge bite out of the use of good, old-fashioned face-to-face dialogue. Much has been written about some of the shortcomings of digital-only communications, including the absence of facial expressions and body language that face-to-face conversations provide.
Airlines are often a great source of examples of customer experience fails. Big or small, social media fuels the outrage and the news programs just love to report on them. Who can forget the image of the doctor getting dragged off an oversold flight? The media made sure that was burned into our memories forever.
. When you outsource your contact center, one of the decisions you need to make is where you want your operations to be located. In addition to domestic options, you may also be given the options to offshore or nearshore. Both have potential benefits, which are discussed below. Offshoring When an American company offshores its... Read more »
The start of a new year is a great time to assess what’s going on with your professional life. Are you giving it your very best? Are you being a good employee and teammate? Are you growing professionally and are you happy? We all could benefit from some honest self-reflection and some fine tuning of... Read more »