Contact Center Outsourcing

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In-House vs Outsourced Customer Service: What’s Right for Your Business?

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

Considering outsourced customer service for the first time? It’s likely you already outsource many other areas of your business, but we get it: outsourcing those critical frontline interactions with your customers feels like a whole new ballgame. Which choice is better for your business? Below we discuss the pros and cons of in-house versus outsourced […]

 

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Top 10 Things to Assess on Your Contact Center Vendor Site Visit

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

  Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll make in your career. You’ll task your team with running a tight procurement process to assess potential contact center partners. Undoubtedly, that will involve a number of stakeholders on […]

 

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The Wall is a Myth: Getting Closer to Your Customer Through Outsourcing

by Andrew O'Brien in Andrew O'Brien, Contact Center Outsourcing, Customer Retention, Customer Service Outsourcing

For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of an outsourced partner effectively builds a wall between you and your customer. We get the reasoning – after all, your customers are your most important asset and anything that adds a layer between you […]

 

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