Tag: customer service outsourcing

PCI Compliance in an Outsourced Customer Care Program: What Do You Need to Know?

by Kim Campbell in Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

There’s no doubt that today’s businesses – from SMB to global mega-brands – take data security and data protection very, very seriously. With the ever-increasing rigor around PCI DSS compliance, not to mention the proliferation of legislated protections like GDRP, the landscape is changing quickly and for the better. As a result, for most companies, […]

 

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Top 10 Kudos of 2019: Shining Examples of Customer Service at Its Best

by Patty Isnor in Agent Recruiting, Call Center Agents, Contact Center Outsourcing, Customer Service Outsourcing, Patty Isnor

As the holiday season unfolds, we wanted to share the amazing words of gratitude that flow every day from our clients’ customers to our agents.  Below you’ll find the best customer service kudos of 2019 (so far!) with quotes directly from the mouths of customers we interact with. MVP Agent. MVP Customer Kudos. This is […]

 

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Oh, the Places You’ll Go: The 4 Contact Center Location Considerations

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing

We talk a lot in this blog forum about partnership and who you should choose as an outsourced contact center partner, but where you choose to outsource to is almost as important an element in the procurement process. Consider this post your GPS guiding you to the best location for an outsourced center using four […]

 

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Before You Go to RFP, Get Friendly: A Guide to On-Site Contact Center Visits

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing

Picture this: You’re in the RFP process for a new contact center partner. You have a short list of participants. You give them a couple of weeks to return their answers, and then you spend a few more weeks poring through those answers with your team to eliminate the deal-breakers and discern the winner. Finally, […]

 

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

by Amy Bennet in Contact Center Outsourcing, Customer Service Outsourcing, eBook, Mike Hasler, Strategic Partnership

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 you hire to take care of those things aren’t really “partners” in the full sense of the word. They’re not […]

 

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Here’s an Idea: Put Millennials’ Needs First

by Patty Isnor in Agent Recruiting, Call Center Agents, Contact Center Outsourcing, Customer Service Outsourcing, Patty Isnor

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 contact center employers? In our opinion, it means we better be doing a good job setting up an employment experience […]

 

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

by Kim Campbell in Call Center Agents, Call Center WFM, Contact Center Coaching, Contact Center Outsourcing, Customer Service Outsourcing, eBook, Kim Campbell

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. More than just hiring and training them, you need to know how your outsourced partner is managing contact center agents […]

 

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From In-House to Outsourced: Best Practices for Contact Center Knowledge Transfer

by Kim Campbell in Call Center Agents, Call Center WFM, Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell

In procuring an outsourced contact center partner, you’ve gone through the RFP process, you’ve made the site visit, you’ve narrowed down your decision, and, finally, you’ve signed the contract to make your choice official. The job of procurement might be done, but everything else is just getting started. Unless you want to throw your outsourcer […]

 

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