Contact Center Outsourcing

Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

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

  We believe that every outsourcer should earn your business by delivering value day in and day out whether your relationship with them is in its first year or its 20th year. After all, continual improvement and striving to evolve are the hallmarks of long-term success. Great companies are regularly assessing the ongoing value of […]

 

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From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program

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

  That RFP process is a grind, eh? The peak experience is when you finally get to call your new strategic partner and let them know they are the successful bidder. After that, it would be nice to take a breather. But you’re ready to implement and transition into your new outsourced customer care program […]

 

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Crisis Reveals Character: Launching an Outsourced Customer Care Program in a Pandemic

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

  The pandemic has put a thousand things on hold. From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. And, of course, your company’s plan to launch a new outsourced customer care program. We get it – the thought of signing on with a new […]

 

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