How To Create a Winning B2B Customer Service Strategy

b2b customer service representative helping their customers on the phone

Although customer service is often focused on in B2C companies, it’s just as important—if not more so—in B2B companies. In fact, up to 80% of B2B purchase decisions are impacted by a buyer’s experience with the B2B customer service, so it’s an essential quality of your brand or company to consider. However, B2B customer service […]

The 6 Most Important Customer Service Skills

a call center agent utilizing their customer service skills to provide a great customer experience

Good customer service skills among your brand representatives is a must—so why is it often so difficult to define exactly what skills make good customer service possible?  One reason is that customer service is a multifaceted, complex job, involving both soft skills (such as empathy and patience) alongside hard skills (such as product knowledge and […]

Customer Service Outsourcing – Is It Right For Your Organization?

a customer service outsourcing specialist working at their computer

68% of US-based businesses outsource some of their business processes—including, commonly, customer service. But is outsourcing your customer service a smart business move? For many companies, the answer is clear. Outsourcing customer service allows your business to scale effectively, manage customer demand, save time and money, and improve customer trust, loyalty and retention. However, outsourcing […]

How To Create a Customer Focus Strategy For Your Organization

a call center agent focused on creating a great customer experience

The most important part of your business? Your customers.  Although it sounds obvious, it’s a reality all too many businesses tend to forget from time to time. Amidst the daily focuses of product, sales, marketing and business strategy, the customer’s needs and experiences can get lost.  However, recent research shows that companies who have excellent […]

Call Center Outsourcing Costs Explained

a person calculating their call center outsourcing costs

While in-house call centers may appear to be the most straightforward and efficient choice, it’s crucial to consider the overall call center outsourcing costs when evaluating their cost-effectiveness. According to a Deloitte survey, 70% of companies said “cost reduction is a primary objective” for outsourcing. When managing an in-house call center, costs can compound and […]

8 Types of Software Every Call Center Needs

a person on a computer using call center software

Setting up your call center may seem as easy as hiring a few knowledgeable agents and providing them with a phone line—but nothing could be further from the truth.  Even basic call centers have a variety of software requirements, from essential call center operating software to software for security and recruitment. Of course, understanding which […]

Why Call Center Quality Assurance Is So Important

2 colleagues reviewing call center quality assurance metrics on a tablet

Whether your call center is in-house or outsourced, with 4 agents or 400, a thorough and repeatable quality assurance (QA) process is essential. A Quality Assurance (QA) process ensures that your team is performing at the standards expected by your team and brand.  Not only does a QA process ensure your call center services are […]

Dedicated Call Center Support: Key considerations for shared vs. dedicated customer support

a dedicated call center agent on the phone

You’re considering using an outsourced call center support team to handle customer care. Your next important decision is whether you want shared or dedicated Brand Specialists handling your inbound calls. Here’s our perspective on the two models and the key reasons why one may be a better fit for your business than the other. Defining “shared” and […]

Critical Call Center Skills When Selecting a Partner

a call center employee working from home, implementing some critical call center skills

Choosing a good call center partner is essential for improving your customer experience and driving brand loyalty. But with so many options for call center or contact center support, which skills should you prioritize? Different call centers and customer service teams may specialize in different strategies, or have teams with a variety of skills. Your […]

B2B Customer Service Strategy Guide

Shot of a group of businesspeople meeting in the boardroom

Achieving excellence in business-to-business (B2B) customer service (CS) requires expertise across numerous fronts. While CS is only part of the larger customer experience (CX) system, it requires understanding the human nuance of your customers’ interactions and communication—their unique challenges and pain points. Providing the best level of B2B CS means having the underlying technology to […]