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Tag: contact center agent

Is a Strategic Contact Center Partnership Even Possible? [eBook]

Is a Strategic Contact Center Partnership Even Possible? [eBook]

by: Mike Hasler Oct 9, 2018Contact Center Outsourcing, Customer Service Outsourcing, eBook, Mike Hasler, Strategic Partnership0

Your company is quick to outsource a handful of operational functions without a second thought – think: maintenance and cleaning crews, office supplies and equipment, and coffee and catering, among many others. But the people ...

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Here’s an Idea: Put Millennials' Needs First

Here’s an Idea: Put Millennials’ Needs First

by: Patty Isnor Dec 20, 2017Agent Recruiting, Call Center Agents, Contact Center Outsourcing, Customer Service Outsourcing, Patty Isnor0

The oldest Millennials are now hitting their late 30s (gulp… really?) They make up more than 30% of the workforce with a cohort that consists of 75 million people. What does that mean for outsourced ...

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What Your Outsourcer Should Tell You About Managing Contact Center Agents

What Your Outsourcer Should Tell You About Managing Contact Center Agents: A Client’s Guide

by: Kim Campbell Oct 31, 2017Call Center Agents, Call Center WFM, Contact Center Coaching, Contact Center Outsourcing, Customer Service Outsourcing, eBook, Kim Campbell0

Trusting an outsourced contact center with your brand takes more than a well-crafted RFP. Putting your customer service in the hands of unknown agents requires a thorough understanding of what goes on behind the scenes. ...

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What Your Outsourcer Should Tell You About Training Contact Center Agents - A Client’s Guide

What Your Outsourcer Should Tell You About Training Contact Center Agents: A Client’s Guide

by: Patty Isnor Sep 6, 2017Agent Recruiting, Call Center Agents, Contact Center Coaching, Contact Center Outsourcing, eBook, Patty Isnor0

You already know that the quality of your customer service depends heavily upon the quality of your customer service agents. But it’s easy to imagine that you can solve that problem by building a robust ...

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Why Your HR Team Will Love You for Outsourcing Customer Service

Why Your HR Team Will Love You for Outsourcing Your Customer Service

by: Patty Isnor Aug 15, 2017Agent Recruiting, Call Center Agents, Contact Center Outsourcing, Customer Service Outsourcing, Patty Isnor0

The procurement process for seeking an outsourced contact center is naturally focused on the tangible functionalities, capacities, competencies and capabilities of a potential vendor. A buyer is looking for a partner who can deliver cost ...

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What Your Outsourcer Should Tell You About Hiring Contact Center Agents: A Client’s Guide

What Your Outsourcer Should Tell You About Hiring Contact Center Agents: A Client’s Guide

by: Patty Isnor Jun 13, 2017Agent Recruiting, Call Center Agents, Contact Center Outsourcing, eBook, Patty Isnor0

Are you exploring outsourcing for the first time? Or perhaps you’re looking for a better alternative to your current contact center vendor? Either way, the idea of trusting someone else to take care of your ...

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  • Are You Using 1999 Metrics to Measure 2019 Customer Care?
    Are You Using 1999 Metrics to Measure 2019 Customer Care? Feb 7, 2019
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    Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy? Jan 22, 2019

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