Would you want your customers talking with unmotivated, uninterested, and unskilled agents? Of course not! You want your customers to talk with agents who are knowledgeable, skilled, and hardwired with the right neurolinguistic profile (aka mindset) to deliver a great experience. Every human brain processes communication and procedures differently. The study of neurolinguistics examines the […]
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Is the strength (or weakness) of the available agent talent pool a factor in your decision in where you should outsource your contact center? Behind all of the KPIs and operational processes, employees and agents are a product of their region’s education, linguistic diversity, and economic attributes. In most cases, the strength of the local […]
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“Strength lies in differences, not in similarities,” wrote Stephen R. Covey, business professor and best-selling author. The same holds true in the contact center business. It is a well-established fact that one of the primary benefits of partnering with a contact center for customer care is having someone else shoulder recruiting and human resources responsibilities. […]
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