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

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

  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, […]

 

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

by Kim Campbell in Customer Experience, Kim Campbell, Loyalty Program Management

  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 […]

 

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