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!
13
August
2019
Customer satisfaction with contact centers is down, according to the Contact Center Satisfaction Index 2019 from CFI Group, a market research firm. Customers are tired of long wait times, being passed from channel to channel or agent to agent, constantly repeating themselves, and, worse, not getting their problems resolved.
30
July
2019
I’ve been on a customer service trends kick lately talking about how changing customer expectations affect churn and customer satisfaction with contact centers is down. In the post, I focus on the ways customer service trends are changing in 2019, drawing highlights from Salesforce’s third annual State…
25
April
2019
The advent of artificial intelligence, chatbots, and automation is changing the customer service landscape. Through them, people can get their basic business needs taken care of without ever speaking to a human. More complex, higher order interactions, however, still require contact center agents, and the customer expects more of the…
29
November
2018
Words are powerful. The right words spoken by a skilled contact center agent are not only powerful but persuasive as well. And in an industry where relatively low conversion rates may be considered a “good day,” the words used in a message (the call script or call guide) can make…
09
November
2018
The end goal of any contact center is to provide outstanding service to its clients and their customers. That starts at the agent level based on their interactions with customers and the ability to take care of the customer’s needs professionally and efficiently. A big part of management’s job is…
09
October
2018
This post is the second in a 2-part series by Pat Ricken, Director of Training, QA, and Leadership Development, on our process for call center agent training. You can view part 1 here. Too often, contact centers only conduct agent training on the front-end. Sure, they may monitor a…
02
October
2018
Editor’s note: This post is the first of a 3-part series addressing factors that contribute to outbound lead generation and customer acquisition success. We plan to publish parts 2 and 3 monthly. Companies choose to outsource their lead generation and customer acquisition programs for a variety of reasons. They…