Contact Center RFP

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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Rethinking the Outsourcer Selection Process in the New Normal

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

  Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners. Do […]

 

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