Blog

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Validating Your Outsourced Customer Care Partnership: Is Your Incumbent “Still the One”?

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

  We believe that every outsourcer should earn your business by delivering value day in and day out whether your relationship with them is in its first year or its 20th year. After all, continual improvement and striving to evolve are the hallmarks of long-term success. Great companies are regularly assessing the ongoing value of […]

 

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From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program

by Kim Campbell in Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing, Kim Campbell

  That RFP process is a grind, eh? The peak experience is when you finally get to call your new strategic partner and let them know they are the successful bidder. After that, it would be nice to take a breather. But you’re ready to implement and transition into your new outsourced customer care program […]

 

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Crisis Reveals Character: Launching an Outsourced Customer Care Program in a Pandemic

by Kim Campbell in Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

  The pandemic has put a thousand things on hold. From your kid’s first day of school to your epic summer travel plans to your favorite team’s season tickets. And, of course, your company’s plan to launch a new outsourced customer care program. We get it – the thought of signing on with a new […]

 

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Rethinking the Outsourcer Selection Process in the New Normal

by Kim Campbell in Contact Center Outsourcing, Contact Center RFP, Kim Campbell

  Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. We firmly believe that shaking hands with leadership and frontline agents, seeing capabilities in action, and experiencing the corporate culture first-hand are the intangible, immeasurable, yet essential final steps in evaluating and comparing potential partners. Do […]

 

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Redundancy: Preparing Customer Care for Crisis Situations

by Andrew O'Brien in Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing

Redundancy. Business Continuity. Those are major check boxes in every RFP we’ve ever responded to. Boxes to be checked on both sides of the equation – the buyer asked: “What’s your plan in case of disaster?” The bidders answered: “Here’s our plan in case of disaster….” Well, as the saying goes, humans plan and the […]

 

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Hitting the Brakes or Pedal to the Metal? Selecting an Outsourced Customer Care Partner Mid-Pandemic

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

It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a new outsourced partner for your organization’s customer care program. You have nine months to run a procurement process and get the program launched, and you’re ready to get your hands dirty.   Three months later – May, 2020. Place: Your living room […]

 

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What Now? How Will Contact Centers Navigate the Post-COVID World?

by Kim Campbell in Customer Experience, Customer Service Outsourcing, Customer Service Trends, Kim Campbell

If one thing’s for certain in these most uncertain times, it’s that humans are resilient. There have been comparisons of the coronavirus pandemic to an earthquake, where the initial quake shakes us to the core, but the aftershocks continue to reshape the world for months and years to come. Even after the immediate threat is […]

 

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