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How to Calculate Your Total In-House Contact Center Costs

October 30, 2019 | TLC Insights


“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 | TLC Insights


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 | TLC Insights


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 | TLC Insights


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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Outsourcing or Insourcing: 8 Questions Simplify Your Contact Center Choice

September 11, 2019 | TLC Insights


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 […]


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Your Guide to Building an Engaging Omnichannel Customer Experience

August 28, 2019 | TLC Insights


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 […]


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The Healthcare Call Center Metrics That Help Improve Care Outcomes

August 21, 2019 | TLC Insights


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 […]


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TLC Increases Mortgage Lead Generation 216.7% for Client by Reshoring [Case Study]

August 19, 2019 | Case Studies


TLC Increases Mortgage Lead Generation 216.7% for Client by Reshoring [Case Study] When margins start to compress, most businesses look to cost-cutting measures that lower their perceived risk and provide a reliable ROI. When a U.S. based mortgage company faced that exact predicament, they chose to offshore aspects of their customer acquisition in the hopes [...]


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4 Sales Habits that Scare Your Customers and Capsize Your Outbound Sales

August 14, 2019 | TLC Insights


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 […]


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How to Lower Your Customer Acquisition Costs – Without Hurting Customer Experience

August 6, 2019 | TLC Insights


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 […]


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