There are an estimated 4000 to 5000 outsourced contact centers in North America. Whittling down the list to a few potential partners that are the right outsourced contact center fit for your brand can be perplexing and frustrating if you’re unsure what you’re looking for. Of course, at a minimum you need to find a […]
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Outsourcing your call center is a long-term decision and solution driven by changing business needs. As the business evolves, the call center aches from playing catch up to the growth – handling more customers, more products, and more processes. Often that changing dynamic creates pressure which can be relieved by partnering with a call center […]
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When the success of your business is on the line, the stress can become overbearing. In fact, one of our clients spent many sleepless nights toiling over a big decision before he came to us: should he outsource his contact center to another organization or handle it all alone. Here’s the story of how that […]
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This team books rides in 450 cities worldwide for a client’s customer base that includes 80% of Fortune 100 companies.
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With contact centers spread around the globe, it’s inevitable that there will be unexpected external forces, from hurricanes to city strikes, which will impact call center operations. Yet, commerce must go on – deliveries are en route, orders hang in the midst, and customers affected by natural disasters require unique support. While there is nothing […]
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This team books rides in 450 cities worldwide for a client’s customer base that includes 80% of Fortune 100 companies.
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Why should we talk about agent desktops? That desktop interface (and its innate user experience) affects your agents, for better or worse. And whatever affects your agents will likely affect your customers… and your cost. As a contact center outsourcer, we work in an environment of in-house applications and third party applications provided by our […]
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Every outsourcing partnership must effectively manage the “hand-off.” At the beginning of the relationship, and as the partnership grows and evolves, the call center outsourcer must implement methods and processes that allows them to function as an extension of your operating team. That means adopting your agent training curriculum, implementing new processes, managing change control, […]
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When people call our call center, our reps don’t have scripts, and they don’t try to up-sell. They are just judged on whether they go above and beyond for the customer and really deliver a kind of personal service and emotional connection with our customers.” – Tony Hseih, CEO, Zappos.com This quote by Tony Hseih […]
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Many successful companies will outgrow their customer service infrastructure at some point in their evolution. For obvious reasons, leveraging a customer service outsourcing partner to manage the frontline customer interaction can lead to trepidation within the purchasing camp. To gather a unique perspective, we decided to ask our agents on the front lines to recount […]
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