Outsourcing Insights

Our blog, Outsourcing Insights, is written by members of our leadership team and provides practical, expert advice for contact center professionals — all from an operator’s perspective.

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05
August
2019

From Checklists to Competencies: Transforming Quality in the Contact Center

This post — part one of our Expert Interview Series — features Rob Gofourth, Vice President, Operations Strategy & Performance, Blue Cross Blue Shield of North Carolina. Providing better customer experiences should be every contact center’s number one concern. With customer satisfaction with contact centers in steady decline, according…

From Checklists to Competencies: Transforming Quality in the Contact Center

19
June
2019

How Changing Customer Expectations Affect Churn

It’s no surprise to anyone in the contact center industry that customer expectations of service have changed thanks to advancements in technology, such as artificial intelligence, chatbots, and automation. But those aren’t the only catalysts for change. In its 2019 Customer Expectations Report, customer service software company…

06
June
2019

Customer Satisfaction with Contact Centers Down, New Report Says

Consumer satisfaction with contact centers is down, says a report from CFI Group. In its Contact Center Satisfaction Index (CCSI) 2019, market research firm CFI Group states that contact center satisfaction has seen a decline across multiple industries for the past few years. Property and casualty insurance providers…

07
August
2018

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…