Amy Bennet

The Fundamental Guide to the Contact Center RFP

Planning for 2019 already? You’re in good company. Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) You’re putting your brand and your customers in the hands of someone new...

Secrets to Incredible Customer Service with Paul R. Jones

When it comes to customer experience, there’s a lot of cross-over between the hospitality industry and the contact center industry. We’re both in the business of earning a customer’s repeat business through the quality of the experience we deliver. Wit...

What is Customer Support to You? Necessary Evil or Core Differentiator?

If you have a business, you have customers – otherwise, you won’t stay in business very long. And if you have customers, they will...

How to Calculate Call Center Outsourcing Costs

So you've been handed responsibility for investigating the benefits of potentially outsourcing your company's customer service for the first time. How do you start...

Diving into a Rich Agent Talent Pool

Is the strength (or weakness) of the available talent pool a factor in your decision in where you should outsource your contact center? Behind...

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