Downloadable Guides

Contact Center RFP Template and Guide

 

Effectively compare vendors while digging deep into details that will drive your decision, and ultimately your success with a new partner.

This contact center RFP template is designed to effectively compare vendors while digging deep into details that will drive your decision, and ultimately your success with a new partner.

The End-to-End Contact Center Solutions Buyer’s Guide

What’s your next step in the decision to outsource? We have plenty of helpful advice – all in one place.

From customer service support and roadside assistance to tech support and more, we’ve built the expertise you need when you’re considering outsourcing your call center team.

Strategic Partnership eBook

 

Is your contact center just another vendor? Or is it actually possible to have a strategic partnership?

A true partner is willing to share any risk on your journey to long-term success. We’re breaking down some of the myths associated with outsourcing your contact center.

Launching a New Customer Care Program in the Middle of a Pandemic

 

Despite the pandemic and related lockdown orders, we launched this new customer care program on time, in April 2020 (cue the fireworks!)

Discover how we pivoted to 100% remote recruiting, onboarding, and training, launched on-time, and received positive feedback from the client.

Customer Care Outsourcing Amidst Uncertainty: A Pandemic Resource [eBook]

 

Change at an already tumultuous time is risky, but the need to serve your customers well is critical.

Left with questions of when and how to get back to business as usual? In this guide, we dive into the various impacts of the pandemic on the decision to outsource your customer care.

Achieving a 96% On-Time Success Rate in a 120-Minute Delivery Window in the Midst of a Pandemic

Discover how we achieved a 96% success rate of a two-hour delivery window, trained a completing global vendor, and navigated the restrictions of unprecedented global conditions.

Faced with unique challenges, we collaborated closely with our client’s European vendor to develop a playbook of lessons, best practices, and insights.

What Your Outsourcer Should Tell You About Hiring Contact Center Agents

This is your guide to everything you need to know about hiring contact center agents.

You’ve worked hard to build your brand and establish customer loyalty. Can an outsourced contact center really live up to that?

Outsourced Customer Care Pricing Models: Your Guide

 

This guide includes information about fees and pricing for the cost per FTE hour model, cost per FTR minute model, and cost per transaction model.

Managing costs is top of mind for you – we get it. In this guide, you’ll get greater insight into our variety of customer care pricing models.

What Your Outsourcer Should Tell You About Training Contact Center Agents

This guide walks you through everything you need to know about training contact center agents in an outsourced environment.

Training contact center agents is an art and science. Cookie-cutter programs simply don’t work. So what does work?

What Your Outsourcer Should Tell You About Managing Contact Center Agents

This guide provides a look behind the scenes in HR and Workforce Management.

More than just hiring and training your team, you need to know how your outsourced partner is managing contact center agents on a daily basis.