Customer Service Outsourcing

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Crisis Reveals Character: Launching an Outsourced Customer Care Program in a Pandemic

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

  The pandemic has put a thousand things on hold. From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. And, of course, your company’s plan to launch a new outsourced customer care program. We get it – the thought of signing on with a new […]

 

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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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