Kim Campbell

Are You Ready for the Future of Customer Service?

Did you know that 32% of customers worldwide will quit doing business with a brand – even if they love it – because of just one bad experience? This statistic from a PwC survey is an eye-opener for any organization that interfaces with customers on a...

5 Most Critical Elements of a Successful Contact Center Launch

Contact center implementation is an art and a science, and over 24 years in business, we’ve learned exactly what it takes to make the smoothest transition possible. Every milestone and every moving part is integral to a controlled acceleration toward...

Ready or Not: AI Customer Service Will Change Your Business and Brand

Say hello to the future: the robots are right here. Artificial intelligence is flipping all kinds of traditional business models on their heads. In the customer support space, AI is changing the customer experience for better or for worse depending o...

Is Your Social Customer Service Already Stellar?

If you answered the headline with a yes – give yourself a major pat on the back. You are out there setting the standard for others to follow (And please, get in touch so we can get you signed on for a guest blog spot). If you answered “no, our social...

From In-House to Outsourced: Best Practices for Contact Center Knowledge Transfer

In procuring an outsourced contact center partner, you’ve gone through the RFP process, you’ve made the site visit, you’ve narrowed down your decision, and,...

Three Secrets to Implementing an Outsourced Customer Service Program

The road to choosing an outsourced contact center provider is usually a long one. It’s a strategic decision to protect your brand and put...

What’s the State of Work-at-Home in Customer Care in 2017?

About five years ago, we entered a discussion with a prospective client. They had been outsourcing their customer service to a call center with...

Weighing the Pros and Cons of Cross-Trained Contact Center Agents

One of the fundamental questions that gets asked in the call center services procurement process is: will we have a dedicated team of agents...

Is the Customer Really Always Right?

It may seem outrageous to those in the customer service business, but the answer is most definitely “no.” Nowhere in the call center industry...

How to Get Actionable Insight from your Contact Center Reporting

A GPS unit that provides a general sense of direction based on landmarks (“turn left at the train station, head South after the statue...

What’s the State of Social Customer Care in 2016?

In our world, it’s a little bit soul crushing to know that one third of people in the US would choose to clean a...

We Choose You. Now What? Navigating The First 90 Days with Your Contact...

Outsourcing. It’s basically the corporate equivalent of walking down the aisle. You’re making a decision to trust someone else completely and you’re inviting them...

What High Quality Outbound Sales Reps Look Like

Having an amazing outbound sales rep working can be a game changer. As he or she turns warm leads into opportunities, your sales team...

Lifetime Customer Value: Measuring Customer Service Performance

Don’t we all wish that customers came with a lifetime guarantee? They’d make their first purchase and be irrevocably smitten for life? In that...

The Phone Channel is Dead, Long Live the Phone Channel

Thanks to emerging customer support channels like social media and live chat, as well as evolving technologies like speech recognition, there are more ways...

How to Extend Your Customer Experience Strategy to Your Outsourcing Team

You’ve conducted your “experience audit” and walked miles in your customers’ metaphorical shoes. You’ve labored over reworking processes and playing diplomat to keep the management...

Invest in Customer Experience to Boost Your Bottom Line

Everyone believes that improving customer experience (CX) is good for business. And brands like Apple, Nordstroms, Starbucks, and Trader Joe’s attribute their phenomenal success...

Can IVR destroy the customer experience? Press one or say “Yes”…

We have all been there. We call the toll-free number and are greeted by the Interactive Voice Response (IVR) system: “Welcome to XYZ Corporation. Para...

3 Tips to Improve Contact Center Reporting

“My goal is that our reporting is concise, honest, accurate, and actionable.”- Reporting Coordinator, Blue Ocean Contact Centers Many company leaders share that same goal....

Three Unexpected Truths About Launching a Customer Service Outsourcing Program

If you're a growing company, it's likely that at some point you will consider the strategic decision to partner with a customer service outsourcer....

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