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!
04
May
2017
Everyone loves a deal! There’s nothing wrong with trying to negotiate the best deal for your business. But diluting the value of a service too far can backfire for your company. I believe finding the right DNA match between a company and an outsourcer is the most important aspect of…
20
April
2017
Evaluating call center software solutions can be a long and draining experience. But it’s also something a company shouldn’t take lightly. Your entire business literally depends on that solution. My company recently evaluated several products and decided on an industry-leading product we believe will help grow our business. Based on…
23
March
2017
The BPO market went through a consolidation a little over a decade ago where many of the big Tier 1 players were buying small-to-midsized players to expand their global presence. At the time, companies that outsourced viewed it as a good thing. But things are changing: Small-to-midsized BPOs are starting to…
09
March
2017
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…
23
February
2017
With so many options for outsourcing, it’s more important than ever to find a call center that is compatible with your company and its philosophy. Executives and salespeople love selling their business but what they sell may not be the reality of what’s happening on the call center floor.
09
February
2017
One of the most common reservations I hear from prospective clients concerns bad experiences with previous outsourcing. Understanding why some outsourcing relationships fail can dramatically increase your chances for success. While there are many reasons these relationships might fail, I’ve narrowed it down to two that I think are the…
