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Blogs

The 5 Biggest Challenges Facing In-House Contact Centers. Is Outsourcing the Answer?

  For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. But doing it all in-house also comes with its challenges. The newest publication from the Ryan Strategic Advisory reports on these challenges, […]

Flat Customer Care Budget? Outsourcing May Be the Answer

As we slowly emerge into recovery, the post-pandemic world looks very different and we’re seeing it with new eyes. Our social lives have shifted, our work environments have changed, and how we spend our money is also quite different. Today we look at how this last consideration applies to the way companies are investing in […]

The 3 Principles of Brand Loyalty After COVID-19 Rocked Our World

  Brand loyalty is a reflection of a customer’s commitment to a relationship with a given retailer or service provider. But, of course, the pandemic changed everything about all our relationships. We quickly got used to holding everything and everyone at arm’s length – and for many customers, that included the brands they had once […]

How Omnichannel Customer Care Weathered the Storm of COVID-19

A couple of years ago, we explored the state of omnichannel customer care, recognizing the fact that consumers have more channel options available to them than ever before. We also, as an industry, have exponentially more data and insight about consumer behaviors around these channels. When we wrote that article, we could not have ever […]

Exploring the Impact of COVID-19 on Customer Behavior

  What do mattress sales, wildlife populations, and peak customer service times all have in common? These seemingly random data points have all been impacted by COVID-19. Mattress sales have skyrocketed thanks to people spending more time at home—and discovering new sleep challenges as a result of the pandemic. Meanwhile, wild animals are appearing during […]

eBooks

Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource [eBook]

When the world turned upside down in February and March of 2020, no one could have guessed what was ahead. Many of us hit the pause button with the assumption things would return to normal soon. Soon never happened, and so we are left with the question of when and how to get back to […]

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 […]

Infographics

It’s 2021. Are You Going to RFP for Your Contact Center This Year?

After a year flirting with the ever-present “pause” button, we’re seeing many more businesses hit the gas on their customer care program—in particular, seeking out the right outsourced partner. Sound like a familiar scenario? If so, the RFP is about to become the friend you love to hate. It’s a necessity—but it doesn’t have to […]

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 […]