Author: Kim Campbell

How a Major US-Based Sports Association Launched a New Customer Care Program in the Middle of a Pandemic

by Kim Campbell in Case Studies, Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coaching programs, charitable initiatives, and more. In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training Launched on-time despite major challenges of the pandemic […]

 

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From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program

by Kim Campbell in Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing, Kim Campbell

  That RFP process is a grind, eh? The peak experience is when you finally get to call your new strategic partner and let them know they are the successful bidder. After that, it would be nice to take a breather. But you’re ready to implement and transition into your new outsourced customer care program […]

 

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Crisis Reveals Character: Launching an Outsourced Customer Care Program in a Pandemic

by Kim Campbell in Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

  The pandemic has put a thousand things on hold. From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. And, of course, your company’s plan to launch a new outsourced customer care program. We get it – the thought of signing on with a new […]

 

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Rethinking the Outsourcer Selection Process in the New Normal

by Kim Campbell in Contact Center Outsourcing, Contact Center RFP, Kim Campbell

  Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners. Do […]

 

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What Now? How Will Contact Centers Navigate the Post-COVID World?

by Kim Campbell in Customer Experience, Customer Service Outsourcing, Customer Service Trends, Kim Campbell

If one thing’s for certain in these most uncertain times, it’s that humans are resilient. There have been comparisons of the coronavirus pandemic to an earthquake, where the initial quake shakes us to the core, but the aftershocks continue to reshape the world for months and years to come. Even after the immediate threat is […]

 

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PCI Compliance in an Outsourced Customer Care Program: What Do You Need to Know?

by Kim Campbell in Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

There’s no doubt that today’s businesses – from SMB to global mega-brands – take data security and data protection very, very seriously. With the ever-increasing rigor around PCI DSS compliance, not to mention the proliferation of legislated protections like GDRP, the landscape is changing quickly and for the better. As a result, for most companies, […]

 

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Beyond Issue Resolution: Why It Makes Sense to Outsource Content Review to Your Contact Center Partner

by Kim Campbell in Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

What Does Content and Ad Review Have in Common with Customer Service? Content review is a topical subject these days. We have witnessed Mark Z. in the hot seat being held accountable for content review standards and practices. But the requirement for content review extends beyond the major social media players: from not-for-profit social activism […]

 

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In-House vs Outsourced Customer Service: What’s Right for Your Business?

by Kim Campbell in Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

Considering outsourced customer service for the first time? It’s likely you already outsource many other areas of your business, but we get it: outsourcing those critical frontline interactions with your customers feels like a whole new ballgame. Which choice is better for your business? Below we discuss the pros and cons of in-house versus outsourced […]

 

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Up Where Expectations Soar: Customer Care in the Age of Entitlement

by Kim Campbell in Call Center Agents, Customer Experience, Customer Service Outsourcing, Kim Campbell

Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee cup with the green mermaid staring back at you. The trend of personalized customer experience has since transformed almost every industry as we know it. […]

 

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