Mike Hasler

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The 10 Most Important Contact Center RFP Questions [Infographic]

by Mike Hasler in Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing, Infographic, Mike Hasler

The RFP is the friend you love to hate. The necessary evil. The document that will make or break your decision of which new outsourcer to partner-up with. A generic vendor RFP template may promise to make things easy, but when you’re about to hand over your customer interactions to an outsourced contact center, generic […]

 

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What Happens to Customer Service When Unemployment Hits Historic Lows?

by Mike Hasler in Contact Center Outsourcing, Customer Service Outsourcing, Mike Hasler

A low unemployment rate is cause for celebration. It means people are working, paying taxes, and bringing home the bacon. That’s why most people see the current 3.6% US unemployment rate as fantastic news – it’s an astronomical improvement over the 10% unemployment rate after the 2008-09 Great Recession. But there’s a hitch for folks […]

 

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

by Mike Hasler in Contact Center Outsourcing, Customer Service Outsourcing, Mike Hasler

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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