Would you buy a house without first walking through it? Even fully armed with an exhaustive list of property details, features, and listing information, would you really be comfortable forking over your hard-saved down payment and signing on the mortgage without at least taking a tour? Unless you’re a daring risk-taker, the answer is […]
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The Client This multinational IT and networking technology corporation has been our client for more than 10 years. As one of three contact center vendors supporting order management for this organization at a global level, we deliver logistics support, change management and technical documentation. On a daily basis, we coordinate logistics for engineering equipment for […]
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Looking for a new contact center outsourcer is rarely as simple as it sounds. That’s why we’ve pulled together our top “How To” procurement tips so you don’t have to spend hours hunting down the resources. From call center outsourcing costs and RFP questions to onboarding and strategizing with your new outsourced partner and their […]
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Looking for an outsourced contact center partner is one of the most complex undertakings for any strategic sourcing professional. It requires a thorough understanding of the contact center world as well as the inner workings of your organization’s processes, business objectives, and brand promises. Finding the right contact center for you is going to take […]
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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 […]
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At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention. In fact, the International Customer Management Institute pegs […]
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Ever have one of those days when you simply don’t want to talk to anyone? That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password. We know you hate calling tech support. We know you’d rather not […]
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True or false: your outsourced contact center provider is just another vendor. Attempting to establish a strategic partnership with your contact center is like chasing a unicorn. It’s a valid question. There are plenty of areas of your business that you outsource without a second thought. The place you order office equipment from or the […]
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The road to choosing an outsourced contact center provider is usually a long one. It’s a strategic decision to protect your brand and put customer care in the hands of experts so you can focus your organization’s resources on your core competencies. But it’s a lengthy process loaded with informal conversations as well as the […]
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Running a successful strategic sourcing process for high value services like outsourced customer service is a complex undertaking. The process extends from building and running an RFP competition, through delicate negotiations, and right down to crafting the service level agreement. The senior strategic sourcing professional must be an expert in not only his or her […]
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