Managing the reputation of your brand isn’t easy—and when you add the internet into the mix, it gets ever harder. Consider just some of the factors that make this challenging: Things move quickly on the internet, and virality—for better or for worse—can be achieved literally overnight. The volume of online interactions can be impossible for […]
Does call center etiquette matter? The short answer: yes. The long answer? Consider these two scenarios: On one hand, you have Company A. They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. If you have an easy question, you’ll likely […]
Should e-commerce businesses work with outsourced call centers? While some argue that customer support is too important for e-commerce to outsource, we’d argue the opposite: it’s too important to not have external support. When you’re handling your entire customer support and CX in-house, you’re not only using a resource-heavy and costly method, but you’re also […]
What does outsourcing have in common with kale and tofu?All three have somewhat of a bad reputation—but one that’s not warranted. In all three cases, a bit of the right preparation can make all the difference between a good experience and a bad one. But enough metaphors—if you’re thinking about outsourcing your call center, you’re here […]
Choosing a call center provider is a difficult task—and it’s one that comes with a lot of responsibility. A call center can make or break your customer service, as well as significantly impact the reputation of your brand. Obviously, you can’t offload that role to the first call center you come across. But with so […]
Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures. In this […]
There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer […]
There’s no business out there who doesn’t want to improve their customer retention and CLV. Focusing on both, or either, of these metrics confer an outsized degree of benefits:increased profits and revenuesincreased conversions and saleshigher levels of word-of-mouth marketingimproved NPS and CSAT scoresmore effective marketing and lower acquisition costsBut in today’s saturated marketplace, convincing customers […]
Are chatbots actually beneficial for call centers, or are they really just a new fad? Though 80% of consumers have interacted with a chatbot at some point, only around 23% of companies are currently using them in their customer service. At some point, call centers will need to take chatbots seriously, considering: Can chatbots speed […]
Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? Wrong. This idea is supported by a number of false premises, such as: customer retention will take care of itselfonce customers come to my business, they won’t bother looking elsewhere customer retention isn’t as essential as customer […]
Managing the reputation of your brand isn’t easy—and when you add the internet into the mix, it gets ever harder. Consider just some of the factors that make this challenging: Things move quickly on the internet, and virality—for better or for worse—can be achieved literally overnight. The volume of online interactions can be impossible for […] 
Does call center etiquette matter? The short answer: yes. The long answer? Consider these two scenarios: On one hand, you have Company A. They have a call center and provide quick, efficient service to their customers, but their agents are known for being hasty, serious and unfeeling. If you have an easy question, you’ll likely […] 
Should e-commerce businesses work with outsourced call centers? While some argue that customer support is too important for e-commerce to outsource, we’d argue the opposite: it’s too important to not have external support. When you’re handling your entire customer support and CX in-house, you’re not only using a resource-heavy and costly method, but you’re also […] 
What does outsourcing have in common with kale and tofu?All three have somewhat of a bad reputation—but one that’s not warranted. In all three cases, a bit of the right preparation can make all the difference between a good experience and a bad one. But enough metaphors—if you’re thinking about outsourcing your call center, you’re here […] 
Choosing a call center provider is a difficult task—and it’s one that comes with a lot of responsibility. A call center can make or break your customer service, as well as significantly impact the reputation of your brand. Obviously, you can’t offload that role to the first call center you come across. But with so […] 
Culture is one of the most nebulous aspects of any company or team—but creating a positive one can make or break your employee experience, your customer service, and your bottom line. If creating a successful call center is proving challenging, our team has 40+ years of experience managing call centers and creating successful cultures. In this […] 
There’s a lot of discussion about employee empowerment today, but call center agents are a unique type of employee with unique roles and needs. What does empowerment look like when it comes to their role? Agent empowerment is key for increasing retention and job satisfaction, but it also plays a large role in effective customer […] 
There’s no business out there who doesn’t want to improve their customer retention and CLV. Focusing on both, or either, of these metrics confer an outsized degree of benefits:increased profits and revenuesincreased conversions and saleshigher levels of word-of-mouth marketingimproved NPS and CSAT scoresmore effective marketing and lower acquisition costsBut in today’s saturated marketplace, convincing customers […] 
Are chatbots actually beneficial for call centers, or are they really just a new fad? Though 80% of consumers have interacted with a chatbot at some point, only around 23% of companies are currently using them in their customer service. At some point, call centers will need to take chatbots seriously, considering: Can chatbots speed […] 
Many companies focus primarily on customer acquisition, sometimes at the cost of customer retention. After all, the more customers, the better, right? Wrong. This idea is supported by a number of false premises, such as: customer retention will take care of itselfonce customers come to my business, they won’t bother looking elsewhere customer retention isn’t as essential as customer […]