Trusting an outsourcing partner to interact firsthand with your customers goes beyond the typical transactional nature of most client-vendor relationships. The RFP process for contact center services is a lot like dating. The company asks questions to find out who they want to ‘dance’ with and what each potential partner is all about. In the […]
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Want it. Want it. Need it. Got it. When it comes to reporting, contact center clients should be able to report on relevant activity to the campaign or the process. In too many cases, though, cookie cutter reports ‘throw up’ a ton of data and leave you digging for your calculator or exporting data into […]
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Spring, to paraphrase the poet Tennyson, is the season when you can’t help but think of love – even in our cut and dried contact center world of measurables and metrics. As contact center people, we are most passionate about data, of course. And there’s no question beautiful analytics can make us giddy, but the […]
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