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!
15
March
2023
Customer satisfaction has been on the decline recently in many businesses across a variety of industries. This dissatisfaction is likely due to a combination of factors, both internal and external By Rob Johnson SVP, Operations From a recent study by the American Consumer Satisfaction Index (ACSI), a sharp decline has…
20
August
2019
If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options.
28
August
2018
Call Center Quality Monitoring Make quality monitoring a priorityDefine what quality means to you and your clientsKeep it simpleUse a different QA form for each business linePut a specialist in chargeUnderstand quality monitoring isn’t just about processHire right and train continuallyGet everyone involved in quality monitoringMake quality part of everything…
21
August
2018
It stands to reason that the more satisfied the customer, the higher the CSAT score and the more profitable the business. That’s the premise behind my latest article at Nearshore Americas. Getting customers to spend more is not the only reason to increase CSAT, however: customer loyalty is another.