Posted by & filed under Outsourced.

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.

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Posted by & filed under Outsourced.

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 »

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Posted by & filed under Outsourced.

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 »

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Posted by & filed under Outsourced.

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 »

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Posted by & filed under Outsourced.

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.

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Posted by & filed under Customer Service.

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.

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Posted by & filed under Contact Center.

. 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 »

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