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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.
A Better Way to RFP for Outsourced Customer Care
If you’re still asking about telephony platforms, annual attrition rates, or hot site back-ups, it’s time to overhaul your customer care RFP. But we’ve got you—just grab a copy of our latest eBook.
Is Your Contact Center Outsourcer a Strategic Partner?
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.
Exceeding Customer Retention Goals
A Pandemic Resource: Change at an already tumultuous time is risky, but the need to serve your customers well is critical.
We exceeded our media client’s customer retention goals by 10% by seamlessly transitioning from their 10-year predecessor, implementing a dedicated customer retention training program, and surpassing contractual service goals.
Calculating the Cost of Contact Center Outsourcing
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.
Whether you’re outsourcing for the first time and need to make the financial business case or you’re simply trying to understand the cost differences between potential partners, this guide will help you do the math.
How We Achieved a 96% Success Rate in a 120-Minute Delivery Window (Mid-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 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 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?
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.
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.