Customer Service Outsourcing

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How to Hire People that Fit Your Ideal Contact Center Agent Profile

by Cathy Biddulph in Agent Recruiting, Call Center Agents, Call Center WFM, Cathy Biddulph, Customer Service Outsourcing

To outside eyes, hiring customer service agents might seem like a straightforward order: hire people who are good at customer service… In fact, careful, nuanced hiring is the foundation of any successful customer support program. If you are engaged with an outsourced contact center partner, you want to have confidence that they are hiring the […]

 

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3 Reasons Canada is the Best Nearshore Contact Center Option for U.S. Companies

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

Going across the border might not be the first place you think of when considering to outsource outside of the United States.  With tens of thousands of call center outsourcers worldwide, the decision to go to with a nearshore contact center in Canada is not one of simple supply and demand. Another common misnomer is […]

 

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Three Unexpected Truths About Launching a Customer Service Outsourcing Program

by Kim Campbell in Customer Service Outsourcing, Kim Campbell

If you’re a growing company, it’s likely that at some point you will consider the strategic decision to partner with a customer service outsourcer.  This process often begins with some informal conversations and then the more formal call center RFP process. Whether you’ve already chosen your customer service outsourcing partner or are in the process […]

 

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Agent Insight #5: 3 Steps to Leverage Customer Feedback from Call Center Agents

by Patty Isnor in Customer Service Outsourcing, Patty Isnor

Good ‘ol fashioned customer feedback. Whether you run an in-house call center or outsource your call center to a trusted partner, agents are the key to harnessing customer feedback. They are privy to the good stuff – all of your customers’ unfiltered compliments, grievances, praise, product blessings, survey replies, and much, much more. In our […]

 

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5 Reasons You Can (and Should) Trust Social Media Customer Care to Your Contact Center

by Kim Campbell in Customer Service Outsourcing, Kim Campbell, Social Media Customer Support

When organizations look at social media as a communication channel with outbound elements (engagement related to brand building, marketing, and PR) and inbound elements (customer-generated support requests, information requests, and service issues), it is clear that your customer care team has a role to play in managing the channel. Can you leverage your outsourced call […]

 

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Keep Calm and Resolve On: 8 Tips for Dealing with Dire Circumstances

by Patty Isnor in Customer Service Outsourcing, Patty Isnor

With contact centers spread around the globe, it’s inevitable that there will be unexpected external forces, from hurricanes to city strikes, which will impact call center operations. Yet, commerce must go on – deliveries are en route, orders hang in the midst, and customers affected by natural disasters require unique support.  While there is nothing […]

 

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