If you’ve landed on our website, chances are you’re somewhere in the buying cycle for contact center services. We published this eBook for you – The End-to-End Contact Center Solutions Buyer’s Guide. 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 […]
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Remember those sandcastles you built as a kid? Constructing sandy towers and driftwood drawbridges was a blast. That is, until a powerful, unexpected wave swept the beach and water flooded that little kingdom. Only those prepared with a deep and expansive moat remained safe. For everyone else, all of that hard work would be undone. […]
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You’ve conducted your “experience audit” and walked miles in your customers’ metaphorical shoes. You’ve labored over reworking processes and playing diplomat to keep the management team in alignment on the customer experience strategy. You’ve trained your teams to deliver on the company’s “experience” vision. You’re measuring key metrics tied to the customer experience to keep […]
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Everyone believes that improving customer experience (CX) is good for business. And brands like Apple, Nordstroms, Starbucks, and Trader Joe’s attribute their phenomenal success to providing consistently superior customer experiences. But evidence that customer service is worth investing in goes beyond anecdotes and marketing copy. There is solid research from many fronts that supports the […]
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It is an exciting time in the customer contact industry. When you think about where contact center technology started, it can be traced back to the invention of the telephone. For decades, the voice channel was the only channel available for customers to receive speedy resolutions and attention to their needs. Boy, has that changed. […]
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There’s something to be said about the consistent messages that are advertised by call center outsourcers. When companies are seeking a partner to handle their customer service calls, most organizations hear the same age-old promotions: “we’re different,” “we provide outstanding customer experiences,” and “come read our case studies to see why we are so great!” […]
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