Amy Bennet

Top 10 Things to Assess on Your Contact Center Vendor Site Visit

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing Choosing a strategic partner to deliver an outsourced customer care solution is a significant business decision – maybe one of the most significant decisions you’ll...

10 Reasons to Locate Your Contact Center in the Friendly North

Looking for an onshore contact center partner? One that can wow your customers while simultaneously delivering an unparalleled ROI? Your answer may just lie to the friendly north. Yes, we’re probably a little biased, but the proof is right here – che...

Are You Using 1999 Metrics to Measure 2019 Customer Care?

It’s 2019, which means contact center metrics from 1999 are almost old enough for their first legal beer (and already knocking them back in Canada.) Those metrics were born in an era when customer service was a race, where whoever got to the finish l...

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 inevitably need support. And that costs money. This leads some businesses to think of customer support as a necessary evil,...

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 to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center...

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 all of the KPIs and operational processes, employees and agents are a product of their region's education, linguistic diversity, and...

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