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Building the Contact Center SOW: The Framework for Success

by Mike Hasler in Contact Center Outsourcing, Contact Center RFP, Contact Center SOW, Customer Service Outsourcing, Mike Hasler

You’ve heard it before – stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress. When outsourcing your company’s customer support – whether for the first time or the fifth time – the relationship is understandably complex. You simply can’t rely on an […]


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Are You Ready for the Future of Customer Service?

by Kim Campbell in Artificial Intelligence, Contact Center Technology, Customer Service Outsourcing, Kim Campbell, Multichannel Customer Service

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a regular basis. But what constitutes a bad experience? Although […]


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