Kim Campbell

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What’s the State of Work-at-Home in Customer Care in 2017?

by Kim Campbell in Contact Center Coaching, Contact Center Outsourcing, Kim Campbell

About five years ago, we entered a discussion with a prospective client. They had been outsourcing their customer service to a call center with a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. They’d had a bad experience with that model and were keen to move […]


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Is the Customer Really Always Right?

by Kim Campbell in Contact Center Coaching, Kim Campbell

It may seem outrageous to those in the customer service business, but the answer is most definitely “no.” Nowhere in the call center industry is this more evident than in insurance claims support scenarios. The need for insurance of some description is one of those morbidly certain things in life like death and taxes. Unfortunately, […]


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“We Choose You. Now What?” Navigating The First 90 Days with Your Contact Center Partner

by Kim Campbell in Contact Center Outsourcing, Kim Campbell

Outsourcing. It’s basically the corporate equivalent of walking down the aisle. You’re making a decision to trust someone else completely and you’re inviting them to build a future with you. Not a decision to be taken lightly. And it can induce more than a little anxiety in even the toughest executive. We’ve heard stories from […]


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Lifetime Customer Value: Measuring Customer Service Performance

by Kim Campbell in Call Center Metrics, Kim Campbell, Lifetime Customer Value

Don’t we all wish that customers came with a lifetime guarantee? They’d make their first purchase and be irrevocably smitten for life? In that perfect world, customer retention would be at 100% and customer turnover would be zero. Since that’s not the world we live in, customers need to experience prompt and dedicated attention at […]


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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 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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Invest in Customer Experience to Boost Your Bottom Line

by Kim Campbell in Customer Experience, Kim Campbell, Lifetime Customer Value

Everyone believes that improving customer experience (CX) is good for business. And brands like Apple, Nordstroms, Starbucks, and Trader Joe’s attribute their phenomenal success to providing consistently superior customer experiences.  But evidence that customer service is worth investing in goes beyond anecdotes and marketing copy. There is solid research from many fronts that supports the […]


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