Contact Center Outsourcing

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Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits

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

Picture this: You’re in the RFP process for a new contact center partner. You have a short list of participants. You give them a couple of weeks to return their answers, and then you spend a few more weeks poring through those answers with your team to eliminate the deal-breakers and discern the winner. Finally, […]

 

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The True Cost of Losing a Customer

by Susan Preiss in Contact Center Outsourcing, Customer Retention, Customer Service Outsourcing, Susan Preiss

Too tired to read? Listen to the audio via our podcast here: One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. Consider these statistics from a recent survey from NewVoiceMedia: After experiencing poor customer service: •  37% of customers would change their […]

 

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Is a Strategic Contact Center Partnership Even Possible? [eBook]

by Amy Bennet in Contact Center Outsourcing, Customer Service Outsourcing, eBook, Mike Hasler, Strategic Partnership

Your company is quick to outsource a handful of operational functions without a second thought – think: maintenance and cleaning crews, office supplies and equipment, and coffee and catering, among many others. But the people you hire to take care of those things aren’t really “partners” in the full sense of the word. They’re not […]

 

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Building the Contact Center SOW: The Framework for Success

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

You’ve heard it before – stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress. When outsourcing your company’s customer support – whether for the first time or the fifth time – the relationship is understandably complex. You simply can’t rely on an […]

 

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5 Most Critical Elements of a Successful Contact Center Launch

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

Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Every milestone and every moving part is integral to a controlled acceleration towards a seamless transition that results in a positive customer experience. On top of that, the […]

 

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4 Essential Resources to Read Before You Craft Your Contact Center RFP

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

You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and […]

 

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