Mike Hasler

Building the Contact Center SOW: The Framework for Success

You’ve heard it before – stress is the outcome of reality not aligning with expectations. And nothing takes a toll on relationships quite as...

4 Essential Resources to Read Before You Craft Your Contact Center RFP

You’re no stranger to RFPs. Love them or hate them, the undeniable truth is that they’re crucial to making informed business decisions about future vendors and partners. The purpose of a contact center RFP is no different: it’s an essential process to ...

5 Insights About Sourcing and Developing Strategic Partnerships

If your company is beginning the fiscal year in April, you likely have a stream of questions flowing through your mind. Are your goals for the fiscal year lining up with long-term priorities? Will your target budget support those goals? And will your c...

Is It Time to Outsource? 5 Questions to Ask Yourself

Every day, we interact with executives who are in the early stages of discovery, looking for ways to improve their customer experience and/or drive cost out of their customer care model. The conversations often revolve around whether the time is right ...

Chasing Unicorns: Is It Possible to Have a Strategic Partnership with Your Contact Center?

True or false: your outsourced contact center provider is just another vendor. Attempting to establish a strategic partnership with your contact center is like...

Live Chat Best Practices

In a world fueled by technology and a culture plagued by busy-ness, where many people turn to texting and instant messaging as their first...

Top 10 Mistakes to Avoid in Writing a Contact Center RFP

We know what it’s like to be pulling your hair out over writing a call center RFP. When you’re under pressure and your time...

Which Customer Service Predictions Came True from 3 Years Ago?

Ever try to predict the outcome of anything? It’s no easy feat. Sci-fi author Arthur C. Clarke said predictions about the future can be...

What Contact Centers Can Learn from Super Bowl Coaches

I know this is going to raise a few eyebrows – especially with Super Bowl XLIX right around the corner — but I firmly...

A Sample Contact Center RFP Timeline

<what 's driving your Contact Center RFP timeline? Is your current outsourcing contract expiring soon? Are you switching vendors? Have you reached maximum capacity...

7 Tough Questions to Ask Your Potential Contact Center Vendor

In the process of selecting the best outsourced contact center partner to handle your customer support, and when you have your top contenders identified,...

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