Patty Isnor

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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The Forgotten Secret of Customer Service Outsourcing: HR

by Patty Isnor in Customer Service Outsourcing, Patty Isnor

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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