All global economies have been impacted by a non-selective economic catalyst. COVID-19 has altered consumers' behaviors within global economies. And change has been inevitable, especially for customer service.
"We’ve picked 16 of the tougher questions and ROI-proven approaches that a worthy consultant should be able to tackle."
The Complete Call Center Outsourcing Guide helps you plan for better outsource success. Get this guide and subscribe to our blog.
"When your vendor is interacting directly with your customers on behalf of your company, questions you ask before hiring them need to be deeper, more pointed and increasingly challenging."
This is the week when we honor the work of our favorite super heroes. We know them by many names: professional problem solvers; queens of the queue; princes of patience; masters of making things right; bearers of the brand; champions of connection. As they answer even the most roundabout, complicated questions (or the same simple question asked 35 times each day) their legends travel far and wide, blanketing every channel.
"A strong vendor management program can properly locate & manage the right vendor partner in a crowded and chaotic competitive field."
How GCS Turned an Ailing Paratransit Call Center into a Platform for P3 Best Practices
"The best workforce optimization goes beyond the numbers & cultivates an understanding about how the numbers impact workforce management."
"Measuring the Right KPIs can Get & Keep Your Call Center Operating at a High Efficiency"
A contact center serves as the front line for business during many interactions with the client base. An excellent call center will convey warm, caring, positive feelings, along with the information the consumer needs. An ineffective call center leads to customer dissatisfaction, cancelations, poor reviews, and lost revenues.
Here are some tips in effectively engaging with potential customers in today's marketing environment. Initial dialogue and delivery techniques are crucial when engaging with a potential customer for the first time.
Some companies believe the contact center connection with the customer is too vital a function to outsource - period. At the other end of the spectrum, companies outsource their entire contact center function as a way to control costs and free their resources to focus on other core areas of the company. Regardless of where you might fall on the spectrum, outsourcing at least some of your contact center functions can improve your business and bottom line in many ways.
If a genius and a moron had a conversation, which one would learn the most? There is an old proverb that starts by asking “if a genius and a moron had a conversation, which one would learn the most?” The answer - “the genius” because the genius is naturally and constantly curious, while the moron is passive toward learning.