Day after day, name brand retailers are making the news with extensive closures of their brick and mortar stores. Bed, Bath, and Beyond is set to close 60 locations. Forever 21, now filing for bankruptcy, is closing 350 stores worldwide. And American Apparel, Payless Shoes, and a long list of others have made headlines with […]

Open enrollment season is approaching fast. Is your business equipped to handle the increased call volume and demands while also maintaining high-quality service? That’s the struggle facing every healthcare payer, but it’s one you can overcome by taking the right preparations for your internal team working with the right outsourced contact center. Here’s what you […]

After over 20 years of executive experience, there’s a point when you realize you’re not Superman. You know your strengths but acknowledge specific skills are outside your forte. The same goes for businesses. That’s why I’m a firm believer in doing what you do best and outsourcing the rest. Yet before anyone decides to work […]

Your customer experience is indivisible. A bad interaction with your voice, email, chat, SMS, or social channels diminishes trust and satisfaction for your entire brand. And it’s a problem we anticipate will worsen as more social platforms and distinct channels emerge. The only way for brands to keep face and thrive in the future is […]

Your healthcare contact center team needs to have a good “bedside manner.” Inside and outside the exam room, people crave compassion and understanding. And they want any representative of a healthcare provider or payer to communicate with them in an engaging way. When healthcare organizations deliver, they promote a higher level of quality care and […]

Your customer acquisition team starts with a major strike against them – and it’s not even their fault! Years of irrelevant sales calls from crummy salespeople soured consumers to outbound calls. In short, bad apples have spoiled the bunch.   However, we’ve found that successful outbound sales acquisition is well within the realm of possibility […]

We’ve seen plenty of PR nightmares arise as businesses, with the best of intentions, attempt to prune their own acquisition budgets. The most common problem is that as businesses slash customer procurement costs, they also erode their customer experience – creating a financial wash or even a net loss when the dust settles.   An […]

Studies by Bain & Company show the effort to increase customer retention by 5% produces 25% additional profits through upsells, cross-sells, and customer referrals. It’s not a stretch to say your ability to retain customers reflects your ability to grow your bottom line.   So, how do you get the most out of your existing […]

Cheap isn’t our idea of a virtue. If you’ve ever driven a low-cost lemon off a used car lot or bought a shoddy home appliance, you’re all too familiar with the reasons why. Yet when the stakes are even higher, i.e. a business searching for a contact center to represent their brand and increase their […]

When we talk about memorable customer experiences, we tend to value what’s human. We celebrate the human touch in a conversation. We take pride in the personable way an agent facilitated a fix or solution. We strive for personalized interactions that wow customers. Yet customer service, like every business function, is being transformed by automation […]