Amy Bennet

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3 Reasons Canada is the Best Nearshore Contact Center Option for U.S. Companies

by Amy Bennet in Amy Bennet, Customer Service Outsourcing, Nearshore Contact Center

Going across the border might not be the first place you think of when considering to outsource outside of the United States.  With tens of thousands of call center outsourcers worldwide, the decision to go to with a nearshore contact center in Canada is not one of simple supply and demand. Another common misnomer is […]

 

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A Sample Contact Center RFP Timeline

by Amy Bennet in Amy Bennet, Contact Center RFP

What’s driving your Contact Center RFP timeline? Is your current outsourcing contract expiring soon? Are you switching vendors? Have you reached maximum capacity with an in-house solution? As you prepare to launch an RFP process to find the right partner for your customer care program, understanding the vendor side of the process can help you […]

 

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52 Contact Center RFP Questions to Ask Vendors

by Amy Bennet in Amy Bennet, Contact Center RFP

  We’ve updated this list! Find our 70 Updated Customer Care RFP Questions here.   Are you in the middle of “contact center RFP season”? The 52 RFP questions listed below provide you with a comprehensive guide on how you can structure the RFP and the actual questions you can add to your RFP. We segmented […]

 

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3 Signs it’s Time to Write That Call Center RFP

by Amy Bennet in Amy Bennet, Contact Center RFP

Outsourcing your call center is a long-term decision and solution driven by changing business needs. As the business evolves, the call center aches from playing catch up to the growth – handling more customers, more products, and more processes. Often that changing dynamic creates pressure which can be relieved by partnering with a call center […]

 

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Diving into a Rich Agent Talent Pool

by Amy Bennet in Agent Recruiting, Amy Bennet

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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