Randy Clapp

Call Center Tech: What are the Top 4 Benefits of AI-powered Customer Service?

The be-all and end-all of your organization is customer service. Whether your business is customer-facing or B2B, delivering a world-class customer experience (CX) is what will set your company up for future growth and increased profitability. Finding ways to improve your customer service strategy, however,...

The Top 5 Strategic Contact Center Trends That Will Impact Customer Service in 2020

No matter what market your company operates in, there’s an incredibly high chance that it's saturated with competition. In fact, it's likely that your customer service is the key aspect of how your organization differentiates itself from competitors. So, with 2020 here and a new...

How Innovative Outsourced Call Centers are Benefitting From the Service-Profit-Chain Model

The acquisition and retention of highly-qualified workers is crucial for any organization, and outsourced call centers are no different. That’s why the most innovative nearshore call centers are implementing new company culture strategies to attract and retain top talent. Due to a global skills shortage...

What is After-Call Work (ACW) and Why is it Important in Outsourced Customer Service?

Today’s business world is saturated with competition. That’s why the customer experience (CX) is one of your organization’s biggest assets when it comes to satisfying your customers and creating a loyal customer base. In fact, research from Microsoft found that 54 per cent of all...

Omnichannel Customer Service is Important, But Don’t Hang up the Phone!

. In this blog we often talk about the innovative omnichannel technology that a modern outsourced call center will bring to your organization, and how those technologies will help your company realize significant benefits to your customer service strategy. Technologies such as contact center artificial…

4 Customer Experience Best Practices to Look for in an Outsourced Call Center

The customer experience (CX) is now vital for any business, no matter what industry. That’s because the product or service that you offer is no longer the defining selling point for your customer - it’s the overall experience you offer them. Unfortunately, however, no matter...

6 Challenges for Subscription-Based Companies and How an Outsourced Call Center can Help

From Spotify, Amazon Prime, to daily newspapers and what we eat for dinner, subscription-based companies are a huge part of our lives. In fact, according to a survey released by American consulting firm McKinsey in 2018, the subscription e-commerce market has grown by more than...

New Posts