Contact Center Outsourcing

Why SaaS Leaders Should Outsource Their Customer Success Program

by Beth Bartlett in Beth Bartlett, Contact Center Outsourcing, Customer Service Outsourcing, SaaS

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) […]

 

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

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

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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ESG and the RFP: How to Assess Your Outsourcer’s ESG Efforts

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

The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “Who Cares Wins.” The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Simultaneously, worldwide attention on issues of sustainability and diversity began to take off and haven’t […]

 

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On-Site vs Virtual Procurement: The Best Way to Find Your Contact Center Outsourcer

by Amy Bennet in Amy Bennet, Contact Center Outsourcing

It seems so long ago now that Lockdown Life has faded into some barely-remembered bad dream, but the global changes it triggered are still top of mind, especially the ongoing dialogue/debate about the relative merits of work-at-home versus work-in-office. In our world of outsourced customer care solutions, one of the big challenges we continue to […]

 

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Championing the Championship: Outsourced Customer Care for a National Sports Association [A Case Study]

by Amy Bennet in Amy Bennet, Case Studies, Contact Center Outsourcing, Customer Service Outsourcing

  Every year, this national sports association holds their annual pro championships. However, along with everything else in the world, the pandemic forced them to cancel the 2020 event. In 2021, the championship went forward but with many restrictions. By 2022, fans were starved for action. As a result, record numbers of attendees and, consequently, […]

 

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Setting the Scene for a Successful Outsourced Implementation

by Kim Campbell in Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

*Big News! This article was a winner in the reader-voted Customer Contact Central MVP Awards 2022!*  Picture yourself on the other side of the arduous RFP process (woohoo!) with your chosen contact center outsourcer on your side. Now, you can take a deep breath and get down to the serious business of implementing your program. […]

 

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Does Your Outsourced Customer Care Partner’s Location Matter Any More?

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

The current climate of customer service demands flexibility and adaptability. To put it mildly, we’re living through one of the weirdest periods in modern history. Entire industries have been unceremoniously ushered into remote working conditions they never planned for, and a palpable pandemic-fueled FOMO has led to “The Great Resignation.”  Everywhere you look these days, […]

 

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The 5 Biggest Challenges Facing In-House Contact Centers. Is Outsourcing the Answer?

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

  For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. But doing it all in-house also comes with its challenges. The newest publication from the Ryan Strategic Advisory reports on these challenges, […]

 

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