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Blogs

The Pivot to 100% Remote Training in the Contact Center

When the world hit the pause button in the face of COVID-19, putting our client’s customer care programs on hold wasn’t an option. Days before lockdown became mandatory in the regions where we operate, we were in full swing making the move to a 95% work-at-home model for our entire business. Our mission was clear […]

Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

  We believe that every outsourcer should earn your business by delivering value day in and day out whether your relationship with them is in its first year or its 20th year. After all, continual improvement and striving to evolve are the hallmarks of long-term success. Great companies are regularly assessing the ongoing value of […]

From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program

  That RFP process is a grind, eh? The peak experience is when you finally get to call your new strategic partner and let them know they are the successful bidder. After that, it would be nice to take a breather. But you’re ready to implement and transition into your new outsourced customer care program […]

Crisis Reveals Character: Launching an Outsourced Customer Care Program in a Pandemic

  The pandemic has put a thousand things on hold. From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. And, of course, your company’s plan to launch a new outsourced customer care program. We get it – the thought of signing on with a new […]

Rethinking the Outsourcer Selection Process in the New Normal

  Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners. Do […]

eBooks

Is a Strategic Contact Center Partnership Even Possible? [eBook]

Your company is quick to outsource a handful of operational functions without a second thought – think: maintenance and cleaning crews, office supplies and equipment, and coffee and catering, among many others. But the people you hire to take care of those things aren’t really “partners” in the full sense of the word. They’re not […]

What Your Outsourcer Should Tell You About Managing Contact Center Agents: A Client’s Guide

Trusting an outsourced contact center with your brand takes more than a well-crafted RFP. Putting your customer service in the hands of unknown agents requires a thorough understanding of what goes on behind the scenes. More than just hiring and training them, you need to know how your outsourced partner is managing contact center agents […]

What Your Outsourcer Should Tell You About Training Contact Center Agents: A Client’s Guide

You already know that the quality of your customer service depends heavily upon the quality of your customer service agents. But it’s easy to imagine that you can solve that problem by building a robust agent profile and a strong hiring strategy. Spoiler alert: It’s not that easy. When you’re outsourcing your contact center, the […]

What Your Outsourcer Should Tell You About Hiring Contact Center Agents: A Client’s Guide

Are you exploring outsourcing for the first time? Or perhaps you’re looking for a better alternative to your current contact center vendor? Either way, the idea of trusting someone else to take care of your customers can be overwhelming. You’ve worked hard to build your brand and establish customer loyalty. Can an outsourced contact center […]

[eBook] The End-to-End Contact Center Solutions Buyer’s Guide

If you’ve landed on our website, chances are you’re somewhere in the buying cycle for contact center services. We published this eBook for you –  The End-to-End Contact Center Solutions Buyer’s Guide. From customer service support and roadside assistance to tech support and more, we’ve built the expertise you need when you’re considering outsourcing your […]

Infographics

The Cost of In-House vs Outsourced Contact Centers: An Infographic

Maybe you’re a math person and love nothing more than a hefty Excel document to dig into for a few hours. Or maybe math isn’t your strong suit and you’re just looking for hard numbers to tell you what you need to know. Either way, we’ve put together this handy infographic to help you compare […]

The 10 Most Important Contact Center RFP Questions [Infographic]

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 […]

How to Turn Contact Center Workforce Management into Champions

When you think of a call center, the last thing you’d associate it with is baseball. But for those of us who work in contact center workforce management (WFM), the connections are obvious. You might ask, what do baseball and WFM have in common? In short, it’s statistics. Predictive pattern analysis is essential to managing […]

Celebrating 1 Year in Roadside Assistance Customer Service [Infographic]

We like to refer to Roadside Assistance Customer Service teams as the special forces of customer service being able to ramp up for unpredictable and extreme peaks in volume And boy-oh-boy did the past year deliver extreme swings in volume due to record weather events and various polar vortexes. When we tallied up the team’s results, we […]

9 Winning Strategies for Scheduling and Managing the Contact Center Workforce [Infographic]

In the contact center industry, workforce management is both an art and a science – kind of like baseball. Statistics matter and so does the human ability to “read the play.” Collaboration between client and outsourcer (like an owner and team manager in Major League Baseball) is key to setting your team up for success. […]