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Does Your Outsourced Customer Care Partner’s Location Matter Any More?

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

The current climate of customer service demands flexibility and adaptability. To put it mildly, we’re living through one of the weirdest periods in modern history. Entire industries have been unceremoniously ushered into remote working conditions they never planned for, and a palpable pandemic-fueled FOMO has led to “The Great Resignation.”  Everywhere you look these days, […]

 

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What You Need to Know About Contact Center BCP When Outsourcing

by Abby Saranchuk in Abby Saranchuk, Business Continuity Plans, Customer Experience, Customer Service Trends

In the current landscape of customer service, brands must put themselves in the shoes of their end-users to stay competitive and differentiate themselves. The customer experience reigns, and frontline agents must deliver on customer expectations with reliability and consistency. But what about when crisis hits? If the pandemic has taught us anything it’s that reliability […]

 

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