Nearshore Outsourcing: When Does It Make Sense?
Do any of the following scenarios sound familiar? You’re growing faster than you can manage and service levels are starting to decrease as a result. You’re outsourcing already to an onshore partner but need to scale faster (or more affordably). You need specialized help and your in-house team can’t meet all of your needs. Your […]
Domestic Call Center Outsourcing: Pros and Cons
Do you really need to keep business onshore or just wondering if domestic outsourcing is the best solution for your company? Is paying a premium for domestic onshoring worth it, or should you outsource to a lower-priced team offshore? When it comes to outsourcing, there’s plenty of myths floating around—we’re here with 40+ years of […]
5 Tips To Reduce Your Call Center’s Average Handle Time (AHT)
Are your call center interactions taking too long? If so, it might be time to start reducing your average handle time. Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. Faster handle times mean: more customers can get helped more quickly increased volume in […]
11 Customer Service Techniques To Take Your Organization To The Next Level
In 2023, customer service is more important than ever. Just take a look at any recent research, and you’ll see that customer service is a key differentiator between brands: 54% of customers say customer service is a key factor in making purchasing decisions. 61% of customers say they would switch brands after just one bad […]
Call Center Outsourcing Infographic: How To Outsource Your Call Center in 5 Simple Steps
A recent survey by McKinsey & Company found that 61% of customer support leaders report an increase in contact volume. At the same time, nearly half of those leaders also reported increased employee attrition. That means that customer service leaders need a better way to scale. And many are doing that by – you guessed […]
Which Customer Service KPIs & Metrics Matter Most?
Everyone knows data is important, but which data matters most? Far too many companies blindly track dozens of customer service metrics or KPIs without having a clear pathway to actioning them or understanding which metrics can truly move the needle for their customer satisfaction and bottom line. As a result, it’s essential to understand not […]
How To Create a Winning B2B Customer Service Strategy
Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. In fact, up to 80% of B2B purchase decisions are impacted by a buyer’s experience with the B2B customer service, so it’s an essential quality of your brand or company to consider. However, B2B customer service […]
The 6 Most Important Customer Service Skills
Good customer service skills among your brand representatives is a must—so why is it often so difficult to define exactly what skills make good customer service possible? One reason is that customer service is a multifaceted, complex job, involving both soft skills (such as empathy and patience) alongside hard skills (such as product knowledge and […]
Customer Service Outsourcing – Is It Right For Your Organization?
68% of US-based businesses outsource some of their business processes—including, commonly, customer service. But is outsourcing your customer service a smart business move? For many companies, the answer is clear. Outsourcing customer service allows your business to scale effectively, manage customer demand, save time and money, and improve customer trust, loyalty and retention. However, outsourcing […]
Dedicated Call Center Support: Key considerations for shared vs. dedicated customer support
You’re considering using an outsourced call center support team to handle customer care. Your next important decision is whether you want shared or dedicated Brand Specialists handling your inbound calls. Here’s our perspective on the two models and the key reasons why one may be a better fit for your business than the other. Defining “shared” and […]