Take a second to reflect on some of your favorite brands. Is it Starbucks whose baristas always remember your name? Or maybe Amazon or Apple, both of which have continually ranked highly for customer experience. One of our favorites is Zappos, the online shoe retailer that is known to go above and beyond for their […]
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Put your hand up if you grew up wanting to be a call center agent. No? Nobody? We get it… Our industry has gotten a bad rap from some true horror stories and the stigma sticks to all of us in some way or another. We’ve seen and cringed at the stereotypical windowless dungeons filled […]
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Technology has become the backbone of our lives. So when something breaks or malfunctions, it’s an interruption that makes you want to pull your hair out. And when your go-to IT guy can’t seem to help, you dread the call you know you’ll have to make to tech support. For various reasons, that call has […]
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Your contact center goals are to achieve cost-effectiveness and efficiency while also delivering exceptional service experience to your customers. The challenge is, how does that translate into numbers? Calculating call center costs in order to build a business case for outsourcing depends upon a complex array of factors and considerations. We want to make it […]
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Outsourcing. It’s basically the corporate equivalent of walking down the aisle. You’re making a decision to trust someone else completely and you’re inviting them to build a future with you. Not a decision to be taken lightly. And it can induce more than a little anxiety in even the toughest executive. We’ve heard stories from […]
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One of our most popular blog posts focuses on which contact center predictions from the past few years have come true in the world of outsourced customer service. In this post, we thought we’d take a look into the metaphorical crystal ball ourselves and try to identify some major shifts coming our way over the […]
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As experts in forecasting, we know call volume spikes are inevitable and not always predictable. From extreme weather to product recalls, there’s an infinite number of scenarios that will flood your contact center in an instant, resulting in increased average handle times, wait times, and customer frustration. To preserve customer loyalty and sustain healthy CSAT […]
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Let’s just be real here. The majority of us set New Year’s resolutions, knowing all along that we will more than likely quit just weeks, if not days, after January 1st. We do it year after year, and we watch the people around us do the same thing. So what is it about human nature […]
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So you made it through the contact center RFP process and your selection team made their final choice. Is the headache over? Can you finally hand over the metaphorical keys and let your new contact center outsourcer take the wheel? That would be nice, wouldn’t it? But we’ll be the first to admit that unfortunately it […]
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Before you head out of the office for the holidays to grab your mug of eggnog, we want to take a minute to reflect on some of the hottest talking points of the year in the contact center world. We’ve looked at the data and compiled our five most popular articles of 2015. 1. The […]
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