The first chatbot said hello to the world over 50 years ago. It went by the name ELIZA and was most famously used to simulate the questions and interactions of a therapist. Though some of the early test subjects were captivated by the ELIZA, the program was only giving preprogrammed responses triggered by certain phrases. […]

The responses to your contact center RFP can help you develop a strong sense of which partners can deliver on their promises to increase your revenue and public perception. Yet don’t let your instincts alone make the final call for you. Protect your investments by visiting one of their contact centers first.   The challenge […]

Outsourcing is a deliberate process, one that benefits from careful consideration and cross-comparison to find the right partner. When you are in the evaluation stage, choosing the right contact center hinges upon each vendor’s response to typical exploratory questions within the RFP. Even when you’ve made your choice, you still want assurances you’ve wisely chosen […]

How much time do your salespeople spend selling? A study found that for most salespeople, only 35.2% of their daily schedule is spent on sales-related activities. In a forty-hour work week, that’s only about 14 hours and five minutes! What are they doing? The good news is they’re probably not hibernating at their desk or […]

“How much is this going to cost me?”   You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Even when their value proposition is strong, we still need to justify the expense within our organization. Yet there’s another equally important follow-up question you need […]

Are your DIY customer service strategies delivering the best possible results? Sample a random group of executives and their responses will run the gamut. Though most understand the big ideas and principles behind best-in-class customer service, the struggle to implement them successfully is real. Despite their best efforts, many companies struggle with poor customer service, […]

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 […]