Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all designed to help your company grow!
AIC: 3 Critical Factors in Contact Center Network Design
The IT network, where the processing of sensitive data is done and calls are being answered and initiated, is a crucial part of a contact center’s customers’ business model. Customers trust the outsourced vendors they work with to make sure their data is always available, managed with integrity, and kept...
Critical Factors in Outbound Lead Generation Success, Part 3: Contact Strategy
In the two previous posts in this series, I talked about the need to hire the right agents for the outbound role, train them well, and prepare them to deliver the right messaging to your prospects — all critical elements to generating strong conversion rates. To run a successful outbound...
Customer Service: The Difference Between Omnichannel and Multichannel Experiences
Which experience does your call center offer customers, omnichannel or multichannel? Do you know the difference? My latest article for Nearshore Americas — Are You Sure Your Customers Are Getting an Omnichannel Experience? — explains the differences. The explanation is necessary because there are many call center environments where providers —...
How Smartphones Changed the Customer Service Landscape
Smartphones and social media have transformed the call center industry over the past decade. Companies use to dictate to the customers how and when they would be taking calls and via what method. Consumers were frustrated trying to reach tech support or customer service in the middle of their workdays...
