Author: Mike Hasler

What Happens to Customer Service When Unemployment Hits Historic Lows?

by Mike Hasler in Contact Center Outsourcing, Customer Service Outsourcing, Mike Hasler

A low unemployment rate is cause for celebration. It means people are working, paying taxes, and bringing home the bacon. That’s why most people see the current 3.6% US unemployment rate as fantastic news – it’s an astronomical improvement over the 10% unemployment rate after the 2008-09 Great Recession. But there’s a hitch for folks […]

 

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Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits

by Mike Hasler in Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing, Mike Hasler

Picture this: You’re in the RFP process for a new contact center partner. You have a short list of participants. You give them a couple of weeks to return their answers, and then you spend a few more weeks poring through those answers with your team to eliminate the deal-breakers and discern the winner. Finally, […]

 

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