Kim Campbell

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Exploring the Impact of COVID-19 on Customer Behavior

by Kim Campbell in Call Center Measurements, Call Center Metrics, Customer Service Trends, Kim Campbell

  What do mattress sales, wildlife populations, and peak customer service times all have in common? These seemingly random data points have all been impacted by COVID-19. Mattress sales have skyrocketed thanks to people spending more time at home—and discovering new sleep challenges as a result of the pandemic. Meanwhile, wild animals are appearing during […]

 

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How a Major US-Based Sports Association Launched a New Customer Care Program in the Middle of a Pandemic

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

This national sports association leads the US in governing and promoting one of the nation’s well-loved sports, including its annual pro championships, community involvement and coaching programs, charitable initiatives, and more. In the downloadable case study, discover how we: Pivoted to 100% remote recruiting, onboarding, and training Launched on-time despite major challenges of the pandemic […]

 

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From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program

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

  That RFP process is a grind, eh? The peak experience is when you finally get to call your new strategic partner and let them know they are the successful bidder. After that, it would be nice to take a breather. But you’re ready to implement and transition into your new outsourced customer care program […]

 

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