Customer Service Outsourcing

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The Phone Channel is Dead, Long Live the Phone Channel

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

Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways than ever for customers to initiate (and resolve) a service inquiry. And when they have options at their fingertips, customers are showing a growing preference for self-service options using automated IVRs, […]

 

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How to Handle Social Media Customer Support in a Natural Disaster

by Blue Ocean in Blog, Customer Service Outsourcing, Social Media Customer Support

  In today’s highly connected world, businesses everywhere are facing the reality that more and more consumers are turning to social media to voice their questions and concerns regarding a company’s services and products. So this raises the obvious questions: What exactly is the current state of social media customer support? Who should be responsible […]

 

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How to Extend Your Customer Experience Strategy to Your Outsourcing Team

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

You’ve conducted your “experience audit” and walked miles in your customers’ metaphorical shoes. You’ve labored over reworking processes and playing diplomat to keep the management team in alignment on the customer experience strategy. You’ve trained your teams to deliver on the company’s “experience” vision. You’re measuring key metrics tied to the customer experience to keep […]

 

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Deck the Halls: Two Key Tactics to Preparing Your Contact Center for the Holiday Spikes

by Patty Isnor in Customer Service Outsourcing, Patty Isnor

The National Retail Foundation is forecasting that Americans will spend $600 billion this holiday season. This annual mad rush to prepare the contact center for the holiday season inevitably presents a challenge for contact centers nationwide. Massive spikes in demand mean massive potential for interruption to customer service operations. Unquestionably, holiday madness can also impact […]

 

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The Contact Center of the Future Promises Freedom from “Hold”

by John Doane in Contact Center Technology, Customer Experience, Customer Service Outsourcing, John Doane

It is an exciting time in the customer contact industry. When you think about where contact center technology started, it can be traced back to the invention of the telephone. For decades, the voice channel was the only channel available for customers to receive speedy resolutions and attention to their needs. Boy, has that changed. […]

 

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3 Useful Tactics for Roadside Assistance Call Center Teams Under Siege

by Andrew Breau and Abby Saranchuk in Customer Service Outsourcing, Roadside Assistance

If you live anywhere in the Northern United States or Canada, one phrase you would love to have stricken from your vocabulary this past winter is “Polar Vortex.” In addition to being the coldest, bone-chilling temperatures ever recorded across hundreds of cities in North America, Mother Nature supplied multiple blizzards that crippled transit and travel […]

 

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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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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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