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How Our Retail Customer Care Helped a Major Brand Hit KPIs & Grow [Case Study]

July 26, 2019 | Case Studies


How Our Retail Customer Care Helped a Major Brand Hit KPIs & Grow [Case Study]   A major retail brand sought to break from the status quo and revamp their customer experience. Their new end-to-end vision for retail customer care would need to accommodate seasonal volumes, 24/7 availability, and KPIs capable of improving overall service […]


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The Best Way to Calculate Customer Retention and Keep Your Clientele

July 24, 2019 | TLC Insights


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 […]


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Tired of Low-Cost Offshore Vendors? It’s Time to Try a Nearshore Contact Center

July 17, 2019 | TLC Insights


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 […]


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What You Need to Know About the Rise of AI in Customer Service

July 11, 2019 | TLC Insights


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 […]


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Do What You Do Best and Outsource the Rest: How Contact Center Outsourcing Boosts Your Business

July 1, 2019 | TLC Insights


You’ve heard the old expression: do what you do best and outsource the rest. It makes sense – hand off anything that isn’t core to your business so you can focus on what matters most. But what does that look like for your business? How do you determine which functions are not only unnecessary to […]


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TLC Associates Adds Jobs in New Mexico & Grows Fortune 100 Partnership

June 26, 2019 | TLC Insights


TLC Associates to hire 100 additional agents at two New Mexico call centers to support a major telecommunications brand.   CEDAR RAPIDS, IOWA, June 26th, 2019 -– TLC Associates (TLC), one of the fastest growing outsourced contact center companies, is adding over 100 agents between their Las Cruces and Alamogordo call center facilities in New […]


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How to Start Prepping Your Holiday Customer Service

June 20, 2019 | TLC Insights


Every July you watch fireworks, barbeque, and relax by the pool. And if your business sells to consumers, you’re hopefully ramping up your customer service to handle the seasonal spikes from Christmas sales. Wait any longer and you’ll put your overall customer satisfaction at risk. On the other hand, if you prepare your holiday season […]


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3 Digital Customer Experience Strategies to Upgrade Your Brand

June 4, 2019 | TLC Insights


As a society, we’ve embraced a digital existence, but not all businesses have made the full transition. For example, though brands now accept social media customer service as a means of engaging customers, they often fail to approach their overall CX from a digital mindset. Adapting to this framework not only helps businesses to better […]


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How to Tell if an Outsourced Contact Center Is Right for Your Business

May 29, 2019 | TLC Insights


Should my business outsource its contact center? At TLC, we hear this question a lot. It’s a dilemma that many companies face as they seek to grow and improve their business operations, but it can be tricky to answer. While there can be clear benefits to outsourcing your customer service or contact center, such as […]


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EY Names Thomas L. Cardella of TLC Associates Entrepreneur Of The Year® 2019 in Heartland Award Finalist

May 14, 2019 | TLC Insights


Thomas L. Cardella Joins Ranks of Unstoppable Entrepreneurs   CEDAR RAPIDS, IA – EY (Ernst & Young) announced that Thomas L. Cardella, the Founder and President of TLC Associates, is a finalist for the Entrepreneur Of The Year® 2019 Award in the Heartland program. The Entrepreneur Of The Year® award is widely considered one of […]


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