Outsourcing Insights

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!

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04
November
2019

Convenience: The #1 Way to Improve Your Brand’s Customer Experience

This post — part four of our Expert Interview Series — features author, speaker, and customer experience consultant, Shep Hyken. A recent Forrester study reported that customer experience (CX) in 2019 is a mixed bag. Some companies are seeing modest gains while others are suffering from what Forrester…

Convenience: The #1 Way to Improve Your Brand’s Customer Experience

30
September
2019

How Market Saturation Affects Contact Center Site Selection Decisions [infographic]

This post — part three of our Expert Interview Series — features Brett Bayduss, Partner, Site Selection Group. Market saturation is one critical factor brands must consider when making contact center site selection decisions. The employee attrition, wage inflation, and hiring challenges due to increased competition that often…

How Market Saturation Affects Contact Center Site Selection Decisions

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