Customer Service Trends

What Now? How Will Contact Centers Navigate the Post-COVID World?

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

If one thing’s for certain in these most uncertain times, it’s that humans are resilient. There have been comparisons of the coronavirus pandemic to an earthquake, where the initial quake shakes us to the core, but the aftershocks continue to reshape the world for months and years to come. Even after the immediate threat is […]

 

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How to Determine Cultural Alignment in Your Outsourced Contact Center

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

We talk a lot about the need to align your corporate culture with your outsourcer’s, but we know it’s a lot easier to say than it is to do – after all, it’s not a particularly quantifiable element. And it’s not totally subjective, either. In the same way that there are specific personality types – […]

 

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