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The Connected Client and Vendor Relationship Brings Success All Around

January 14, 2020 | Blog

 

The client-vendor relationship has shifted in the contact center industry. And it’s definitely for the better.   Ten or 15 years ago, when a contact center was struggling to hit targets, recruitment numbers, or just about anything else, there was a common response from clients: “We’ll fire you if you can’t get your act together. […]

 

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How to Improve Your Net Promoter Score with Your Customer Service Team

December 10, 2019 | Blog

 

Simple questions have the power to reveal some invaluable truths. Consider the question at the heart of every Net Promoter Score questionnaire: how likely are you to recommend our company to a friend or colleague?   The responses can help your brand to determine your overall customer satisfaction and brand loyalty. But how can you […]

 

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How Chatbots Will Enhance (Not Replace) Your Contact Center Agents

December 2, 2019 | Blog

 

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. […]

 

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How Your On-Site Contact Center Visit Can Reveal the Perfect Partner

November 19, 2019 | Blog

 

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 […]

 

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Your Guide for Understanding the Contact Center Service Level Agreement

November 13, 2019 | Blog

 

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 […]

 

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Ready to Improve Sales Productivity? It’s Time to Outsource Your Sales Support

November 11, 2019 | Blog

 

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 […]

 

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How to Calculate Your Total In-House Contact Center Costs

October 30, 2019 | Blog

 

“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 […]

 

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4 Ways to Improve Your Customer Service with an Outsourced Contact Center

October 23, 2019 | Blog

 

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, […]

 

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Can Traditional Retailers Compete with Digital Brands? (And Can Outsourcing Help?)

October 16, 2019 | Blog

 

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 […]

 

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4 Ways to Prepare Your Healthcare Contact Center for Open Enrollment Season

October 1, 2019 | Blog

 

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 […]

 

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