Blog

Page 21

3 Useful Tactics for Roadside Assistance Call Center Teams Under Siege

by Andrew Breau and Abby Saranchuk in Customer Service Outsourcing, Roadside Assistance

If you live anywhere in the Northern United States or Canada, one phrase you would love to have stricken from your vocabulary this past winter is “Polar Vortex.” In addition to being the coldest, bone-chilling temperatures ever recorded across hundreds of cities in North America, Mother Nature supplied multiple blizzards that crippled transit and travel […]

 

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How to Hire People that Fit Your Ideal Contact Center Agent Profile

by Cathy Biddulph in Agent Recruiting, Call Center Agents, Call Center WFM, Cathy Biddulph, Customer Service Outsourcing

To outside eyes, hiring customer service agents might seem like a straightforward order: hire people who are good at customer service… In fact, careful, nuanced hiring is the foundation of any successful customer support program. If you are engaged with an outsourced contact center partner, you want to have confidence that they are hiring the […]

 

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3 Reasons Canada is the Best Nearshore Contact Center Option for U.S. Companies

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

Going across the border might not be the first place you think of when considering to outsource outside of the United States.  With tens of thousands of call center outsourcers worldwide, the decision to go to with a nearshore contact center in Canada is not one of simple supply and demand. Another common misnomer is […]

 

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3 Tips to Improve Contact Center Reporting

by Kim Campbell in Contact Center Reporting, Kim Campbell

“My goal is that our reporting is concise, honest, accurate, and actionable.” – Reporting Coordinator, Blue Ocean Contact Centers Many company leaders share that same goal. However, aligning your contact center reporting strategy to your goals is no simple stroll in the park. It starts by questioning everything. Is the data valuable? Is the data […]

 

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A Sample Contact Center RFP Timeline

by Amy Bennet in Amy Bennet, Contact Center RFP

What’s driving your Contact Center RFP timeline? Is your current outsourcing contract expiring soon? Are you switching vendors? Have you reached maximum capacity with an in-house solution? As you prepare to launch an RFP process to find the right partner for your customer care program, understanding the vendor side of the process can help you […]

 

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52 Contact Center RFP Questions to Ask Vendors

by Amy Bennet in Amy Bennet, Contact Center RFP

  We’ve updated this list! Find our 70 Updated Customer Care RFP Questions here.   Are you in the middle of “contact center RFP season”? The 52 RFP questions listed below provide you with a comprehensive guide on how you can structure the RFP and the actual questions you can add to your RFP. We segmented […]

 

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