This blog post has consistently ranked as one of our most popular since we wrote it a few years ago. The insight about customer service and the customer experience is still rock solid, and so we decided to revisit the article as we prepare for Customer Service Week 2021. When it comes to […]
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You’ve heard it before – stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as quickly as stress. When outsourcing your company’s customer support – whether for the first time or the fifth time – the relationship is understandably complex. You simply can’t rely on an […]
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You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to use when choosing an outsourcer. However, the contact center RFP is unique and […]
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We’ve updated this list! Find our 70 Updated Customer Care RFP Questions here. Are you in the middle of “contact center RFP season”? The 52 RFP questions listed below provide you with a comprehensive guide on how you can structure the RFP and the actual questions you can add to your RFP. We segmented […]
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In the process of selecting the best outsourced contact center vendor to handle your customer support, and when you have your top contenders identified, it will be time to throw some hardball questions at them. In our two previous posts, we offered up guidelines for writing the contact center RFP and what subtle signs to […]
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Finding the best contact center to handle your outsourced customer care is a multidimensional process. In our last blog post, we offered up tips for streamlining the contact center RFP writing process. In this post, we look at some of the soft factors that can affect your decision-making process post-RFP. When it gets down to […]
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Trusting an outsourcing partner to interact firsthand with your customers goes beyond the typical transactional nature of most client-vendor relationships. The RFP process for contact center services is a lot like dating. The company asks questions to find out who they want to ‘dance’ with and what each potential partner is all about. In the […]
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