Customer Service Outsourcing

Redundancy: Preparing Customer Care for Crisis Situations

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

Redundancy. Business Continuity. Those are major check boxes in every RFP we’ve ever responded to. Boxes to be checked on both sides of the equation – the buyer asked: “What’s your plan in case of disaster?” The bidders answered: “Here’s our plan in case of disaster….” Well, as the saying goes, humans plan and the […]

 

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Hitting the Brakes or Pedal to the Metal? Selecting an Outsourced Customer Care Partner Mid-Pandemic

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

It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. You have nine months to run a procurement process and get the program launched, and you’re ready to get your hands dirty.   Three months later – May, 2020. Place: Your living room […]

 

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What Now? How Will Contact Centers Navigate the Post-COVID World?

by Kim Campbell in Customer Experience, Customer Service Outsourcing, Customer Service Trends, Kim Campbell

If one thing’s for certain in these most uncertain times, it’s that humans are resilient. There have been comparisons of the coronavirus pandemic to an earthquake, where the initial quake shakes us to the core, but the aftershocks continue to reshape the world for months and years to come. Even after the immediate threat is […]

 

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