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How to Build a Contact Center Agent Profile to Wow Your Customers

January 23, 2019 | Blog

 

In a Salesforce survey, 80% of people revealed that the quality of a customer’s experience mattered as much as the quality of products and services they received. That means one customer service agent can drastically alter a customer’s lifetime value, keeping a relationship strong or cutting it prematurely short.   With the quality of customer […]

 

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Will Your Contact Center Land You in Thousands of HIPAA Fines?

January 15, 2019 | Blog

 

As a healthcare organization, you take HIPAA seriously. Since the HIPAA Security Rule and HIPAA Privacy Rule went into effect, your whole business has worked overtime to protect the private information of your patients or members. Your leadership has fine-tuned and perfected practices to keep your organization compliant, which your employees implement as if these mandates are second […]

 

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Domestic or Offshore Agents: Who Are the Best for Your Voice Channel?

January 8, 2019 | Blog

 

When a large number of American companies began offshoring their contact center support, few ever imagined they would one day reshore part (if not all) of their agent workforce. At the time, whopping cost reductions made it a convincing choice but, now that the honeymoon phase has ended (and the gap between onshore and offshore […]

 

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TLC Associates Expands in El Paso to Support Fortune 500 Clients

January 8, 2019 | Blog

 

TLC Associates to expand and open a second contact center in El Paso, Texas, employing 500 individuals.   CEDAR RAPIDS, IOWA, January 7th, 2018 –– TLC Associates (TLC), one of the fastest growing contact center companies worldwide, officially announced the opening of their second El Paso, Texas contact center and the planned addition of 500 […]

 

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TLC Associates Unveils Dynamic New Website and Brand

December 6, 2018 | Blog

 

Contact Center Updates Web Presence to Reflect Their Core Values   CEDAR RAPIDS, IA – TLC Associates, a contact center committed to exceptional customer experiences, has officially launched their new and improved website to provide a more engaging experience for potential clients and employees. Their redesigned site is integral to TLC’s mission to deliver the […]

 

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3 Customer Service Metrics You Can’t Ignore

December 3, 2018 | Blog

 

What do the best contact centers and MLB teams have in common? They know how to leverage the right stats to achieve big wins. Whether building lasting customer loyalty or scoring a coveted World Series victory, the best organizations know how the right data drives their ROI. As Billy Beane, famed GM of the Oakland […]

 

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How a Contact Center’s Culture Impacts Every Customer Interaction

November 1, 2018 | Blog

 

You would be hard pressed to find an industry where market competition has not upped the ante for customer interactions. The truth is, heightened consumer expectations have thinned out any margin for error in the customer experience. Now, it only takes one bad encounter for 56% of consumers to stop using a company, and even […]

 

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