Why SaaS Leaders Should Outsource Their Customer Success Program

by Beth Bartlett in Beth Bartlett, Contact Center Outsourcing, Customer Service Outsourcing, SaaS

When we are talking to organizations in the sales cycle, we will often hear from SaaS companies that the customer success role is too complex, too critical, too deeply embedded in their internal operations to ever be outsourced. We are here today to say, with respect, they’re wrong. It’s kind of ironic because many (most?) […]


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Calculating Contact Center Outsourcing Costs: Insights You Need Right Now

by Amy Bennet in Amy Bennet, Contact Center Budgeting

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or if you’re keen on delegating that chore, skip […]


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What’s the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing

It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine a true apples-to-apples comparison, especially when there are intangible impacts like damage to brand when things go sideways. That said, we know you’re trying to make a business case here, and […]


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This Call May Be Recorded: How Conversation Intelligence Is Transforming the Contact Center Industry

by Susan Preiss in Artificial Intelligence, Conversational Intelligence, Customer Experience, Susan Preiss

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better.   At a recent industry conference, the session on quality assurance began with the keynote speaker taking the mic, and boldly announcing: “when it comes […]


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70 Customer Care RFP Questions (An Updated List + RFP Template)

by Amy Bennet in Amy Bennet, Contact Center RFP, Customer Care

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. With every evolution in technology, workforce trends, and consumer expectations, the questions shift—which is testament to why generic, boilerplate RFPs never […]


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ESG and the RFP: How to Assess Your Outsourcer’s ESG Efforts

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing

The first mainstream mention of ESG as a concept came from the United Nations in 2004 in their report titled “Who Cares Wins.” The report urged stakeholders to consider environmental, social, and governance factors in their financial processes and investments. Simultaneously, worldwide attention on issues of sustainability and diversity began to take off and haven’t […]


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