With contact centers spread around the globe, it’s inevitable that there will be unexpected external forces, from hurricanes to city strikes, which will impact call center operations. Yet, commerce must go on – deliveries are en route, orders hang in the midst, and customers affected by natural disasters require unique support. While there is nothing […]
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Why should we talk about agent desktops? That desktop interface (and its innate user experience) affects your agents, for better or worse. And whatever affects your agents will likely affect your customers… and your cost. As a contact center outsourcer, we work in an environment of in-house applications and third party applications provided by our […]
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Every outsourcing partnership must effectively manage the “hand-off.” At the beginning of the relationship, and as the partnership grows and evolves, the call center outsourcer must implement methods and processes that allows them to function as an extension of your operating team. That means adopting your agent training curriculum, implementing new processes, managing change control, […]
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When people call our call center, our reps don’t have scripts, and they don’t try to up-sell. They are just judged on whether they go above and beyond for the customer and really deliver a kind of personal service and emotional connection with our customers.” – Tony Hseih, CEO, Zappos.com This quote by Tony Hseih […]
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Many successful companies will outgrow their customer service infrastructure at some point in their evolution. For obvious reasons, leveraging a customer service outsourcing partner to manage the frontline customer interaction can lead to trepidation within the purchasing camp. To gather a unique perspective, we decided to ask our agents on the front lines to recount […]
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Buyers of Customer Service Outsourcing often look to outsourcers for the obvious ‘hard’ benefits including cost savings, enhanced profitability, and lower risk. It’s natural for many buyers to focus on the KPIs and end results. However, the end results can be tied back to ‘inputs’ put in place earlier in the process of managing a […]
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