Patty Isnor

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Agent Insight #2: Agent Training and Knowledge Transfer

by Patty Isnor in Agent Insights, Contact Center Technology, Patty Isnor

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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Agent Insights: Five Lessons for the Buyer of Customer Service Outsourcing

by Patty Isnor in Agent Insights, Patty Isnor

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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