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What Your Outsourcer Should Tell You About Training Contact Center Agents: A Client’s Guide

by Patty Isnor in Agent Recruiting, Call Center Agents, Contact Center Coaching, Contact Center Outsourcing, eBook, Patty Isnor

You already know that the quality of your customer service depends heavily upon the quality of your customer service agents. But it’s easy to imagine that you can solve that problem by building a robust agent profile and a strong hiring strategy. Spoiler alert: It’s not that easy. When you’re outsourcing your contact center, the […]


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Why Your HR Team Will Love You for Outsourcing Your Customer Service

by Patty Isnor in Agent Recruiting, Call Center Agents, Contact Center Outsourcing, Customer Service Outsourcing, Patty Isnor

The procurement process for seeking an outsourced contact center is naturally focused on the tangible functionalities, capacities, competencies and capabilities of a potential vendor. A buyer is looking for a partner who can deliver cost savings, improved profitability, and lower risk, not to mention exceptional customer service. These factors are essential, of course, but they […]


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Which Comes First: The Contact Center Site Visit or the RFP?

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

  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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