Customer Service Outsourcing

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Oh, the Places You’ll Go: The 4 Contact Center Location Considerations

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

We talk a lot in this blog forum about partnership and who you should choose as an outsourced contact center partner, but where you choose to outsource to is almost as important an element in the procurement process. Consider this post your GPS guiding you to the best location for an outsourced center using four […]

 

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Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits

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

Picture this: You’re in the RFP process for a new contact center partner. You have a short list of participants. You give them a couple of weeks to return their answers, and then you spend a few more weeks poring through those answers with your team to eliminate the deal-breakers and discern the winner. Finally, […]

 

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Up Where Expectations Soar: Customer Care in the Age of Entitlement

by Kim Campbell in Call Center Agents, Customer Experience, Customer Service Outsourcing, Kim Campbell

Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee cup with the green mermaid staring back at you. The trend of personalized customer experience has since transformed almost every industry as we know it. […]

 

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Empowering Your Team to Deliver Kick-Ass Customer Experience

by Kim Campbell in Agent Insights, Call Center Agents, Customer Service Outsourcing, Kim Campbell, Roadside Assistance

Quick, how many services or memberships do you subscribe to? One? Two? Twenty? You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials), while your go-to entertainment is no longer cable TV but subscription-based […]

 

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Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

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

Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. While new technology continues to emerge, the digital transformation of recent years has conditioned consumers to expect ultra-responsive, technologically-powered customer service, but they want more than that. Below, […]

 

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The True Cost of Losing a Customer

by Susan Preiss in Contact Center Outsourcing, Customer Retention, Customer Service Outsourcing, Susan Preiss

One negative customer experience may seem like a drop in the ocean of all your customer interactions, but it’s never that simple. Consider these statistics from a recent survey from NewVoiceMedia: After experiencing poor customer service: •  37% of customers would change their supplier •  28% would post a negative online review •  26% would […]

 

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RFP Questions to Ask About AI in the Contact Center

by Kim Campbell in Artificial Intelligence, Contact Center RFP, Contact Center Technology, Customer Service Outsourcing, Kim Campbell

You’ve got your game face on. You’re prepared for the future of customer service. And you’re ready for your outsourced customer service RFP to hit the road and bring you some stellar options for a new contact center partner. But are you asking the right questions about artificial intelligence? While AI capabilities in the contact […]

 

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Deck the Halls: Coping with Peak Season Holiday Spikes in the Contact Center

by Susan Preiss in Customer Service Outsourcing, Customer Service Trends, Holiday Customer Service, Live Chat, Susan Preiss

Several years ago, we reported that Americans would spend a forecasted $600 billion during the 2014 holiday season. Fast forward a few years, and that number has skyrocketed to a massive $1.1 trillion, according to data from Deloitte, which is more than a quarter of annual retail sales. Of course, greater retail sales inevitably lead […]

 

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