Author: Mike Hasler

What’s the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)

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

It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. That said, we know you’re trying to make a business case here, and […]

 

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Overcoming the Expense of Customer Service in Major Urban Centers

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

Cost Factors in Major Urban Centers  In the past 18 months, we have seen more and more interest from companies looking for alternatives to operating customer care centers in or close to their headquarters in major urban centers like Toronto, Vancouver, New York, and San Francisco. Economists have several arguments as to why different cities […]

 

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The 10 Most Important Contact Center RFP Questions [Infographic]

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

The RFP is the friend you love to hate. The necessary evil. The document that will make or break your decision of which new outsourcer to partner-up with. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic […]

 

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