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When companies review their customer service levels, they typically rely on data from traditional telephone channels. However, as the Internet Generation reaches maturity and preceding generations adopt the technologies that the Internet Generation grew up using, consumers are expecting companies to offer methods of support other than standard contact center numbers. Competitive companies are adapting to these expanded expectations while maintaining their service level targets. Let’s review some of the alternative contact methods that companies are employing, and a few tips for using them successfully.
Oftentimes we’re told to avoid clichés: in speeches, in letters and especially when speaking to clients/customers. But why?
Ian Gowdie did this great (!) and creative mind map.
Smart companies looking to expand into foreign markets are now considering the Build-Operate-Transfer (BOT) model. Companies often recognize the cost-savings opportunities and/or strategic advantages of establishing an off-shore presence. However, the task of establishing that off-shore presence may seem daunting due to the numerous risks, as well as the time and effort involved.