Category: Contact Center
-
How to Create the Ultimate Contact Center RFP
It’s one thing to go through the process of determining that you need to outsource your customer service program to a contact center and getting buy-in from your upper management, it’s a completely different thing to find the right outsourced partner.
-
Contact Center Outsourcing: What You Need to Know
The top performing companies always do two things. Firstly, they do what they can to save money and, in turn, improve their bottom line. And, secondly, they focus on customer satisfaction as a key competency.
-
A Complete Contact Center’s Guide to Average Handle Time (AHT)
Successful customer service programs rely on highly skilled customer service agents and innovative technologies to achieve world-class customer experiences. On top of that, however, they also need to focus on analytics.
-
How Does Live Call Coaching Improve Customer Service Conversations?
All companies want to implement a customer service strategy that improves the customer perception of their brand, delivers seamless customer experiences and drives brand loyalty.
-
3 Key Questions for an Effective Outsourced Contact Center RFP
Are you looking to ramp up your customer service with the help of an outsourced contact center? If so, your business is going to need to create a formal request for proposal (RFP).
-
Contact Center vs Call Center: What is the Difference?
Call center or contact center? These terms are often used interchangeably, but did you know that these are two completely different models when it comes to the customer support offerings that they provide their clients?
-
5 Questions to Consider When Scaling up Your Customer Support Team
When your company is just beginning, it’s difficult to imagine that you will ever need a large customer support team to resolve customer issues and queries. Most companies soon find, however, that a call center is needed to keep up with requests.
-
Does Your Company Culture Align With Your Outsourced Contact Center?
In a lot of our blogs, we talk about just how important the customer experience is to a successful customer service strategy. In fact, in a recent blog titled, ‘How to Seamlessly Merge Employee Experience and Customer Experience’, we looked at the innovative steps some contact centers are taking to infuse an incredible employee experience…