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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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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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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2020 marked the workplace like no other year in recent history. For more than two years, everyone worked to settle into new patterns of working and communicating, and we’re finally seeing a return to “normal.” We rejoiced when our favorite coffee shops re-opened, and we got all dressed up again when the commute to work […]
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Time kind of lost all meaning in the first half of 2020 so it’s especially hard to believe we’re in the middle of summer already. In the world of customer service, every industry has had their own unique challenges this year, and it’s clear that most companies have had to pivot in their approach. We […]
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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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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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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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As we navigate these uncharted and rough waters, we find ourselves continually grateful for our employees and their commitment to our clients and each other. When we made the decision a month ago to transition more than 90% of our workforce to a work-at-home environment, we knew that one of our biggest challenges would be […]
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Stating the obvious, the past few weeks have been a turbulent time for everyone the world over. In response to this crisis, the world of work has been rapidly evolving. For our clients, our partners, our employees, and our followers here on this site, I want to share a short update about current state of […]
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