Author: Patty Isnor

Hark the Herald Agents Sing: It’s Holiday Season in the Contact Center!

by Patty Isnor in Agent Insights, Call Center Agents, Contact Center Coaching, Holiday Customer Service, Patty Isnor

Heading out of the office this holiday to grab some eggnog and enjoy the lights? While so many of us are off celebrating the festive season for days at a time, there are scores of people on the frontlines working to keep everything running smoothly in industries ranging from health care, to transportation, to broadcasting […]

 

Read More or Listen

Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best

by Patty Isnor in Agent Recruiting, Call Center Agents, Contact Center Outsourcing, Customer Service Outsourcing, Patty Isnor

As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents.  Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Agent. MVP Customer Kudos. This is […]

 

Read More or Listen

Here’s an Idea: Put Millennials’ Needs First

by Patty Isnor in Agent Recruiting, Call Center Agents, Contact Center Outsourcing, Customer Service Outsourcing, Patty Isnor

The oldest Millennials are now hitting their late 30s (gulp… really?) They make up more than 30% of the workforce with a cohort that consists of 75 million people. What does that mean for outsourced contact center employers? In our opinion, it means we better be doing a good job setting up an employment experience […]

 

Read More

What Your Outsourcer Should Tell You About Training Contact Center Agents: A Client’s Guide

by Patty Isnor in Agent Recruiting, Call Center Agents, Contact Center Coaching, Contact Center Outsourcing, eBook, Patty Isnor

You already know that the quality of your customer service depends heavily upon the quality of your customer service agents. But it’s easy to imagine that you can solve that problem by building a robust agent profile and a strong hiring strategy. Spoiler alert: It’s not that easy. When you’re outsourcing your contact center, the […]

 

Read More

Why Your HR Team Will Love You for Outsourcing Your Customer Service

by Patty Isnor in Agent Recruiting, Call Center Agents, Contact Center Outsourcing, Customer Service Outsourcing, Patty Isnor

The procurement process for seeking an outsourced contact center is naturally focused on the tangible functionalities, capacities, competencies and capabilities of a potential vendor. A buyer is looking for a partner who can deliver cost savings, improved profitability, and lower risk, not to mention exceptional customer service. These factors are essential, of course, but they […]

 

Read More

What Your Outsourcer Should Tell You About Hiring Contact Center Agents: A Client’s Guide

by Patty Isnor in Agent Recruiting, Call Center Agents, Contact Center Outsourcing, eBook, Patty Isnor

Are you exploring outsourcing for the first time? Or perhaps you’re looking for a better alternative to your current contact center vendor? Either way, the idea of trusting someone else to take care of your customers can be overwhelming. You’ve worked hard to build your brand and establish customer loyalty. Can an outsourced contact center […]

 

Read More