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Amy Bennet

Amy Bennet
Our company provides premium customer contact solutions for some of the world's best brands. We employ smart, capable people who deliver extraordinary service experiences in tech support, reservations and registrations, issue resolution, logistics, and customer service. My job is to tell our story.

Calculating Contact Center Outsourcing Costs: Insights You Need Right Now

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...

What’s the True Cost of Your In-House Contact Center? (And How Does It Compare to Outsourcing?)

It’s a question we get asked a lot, and it’s one of the hardest ones to answer because it’s rare and challenging to determine...

What’s On the Minds of Today’s Top CX Experts?

by Amy Bennet in Amy Bennet, Customer Experience, Customer Service Trends Are you ready for the customer of the future? Today’s 6th graders—who are playing…

The 5 Biggest Challenges Facing In-House Contact Centers. Is Outsourcing the Answer?

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing For many organizations, in-house customer care feels like the right choice. It keeps…

Hitting the Brakes or Pedal to the Metal? Selecting an Outsourced Customer Care Partner When the World’s on Fire

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing It’s late February, 2020. Place: Your office. Situation: You’re tasked with choosing a…

How to Determine Cultural Alignment in Your Outsourced Contact Center

by Amy Bennet in Amy Bennet, Contact Center Outsourcing, Customer Service Outsourcing, Customer Service Trends We talk a lot about the need to align your…

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…

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…

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.)…

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…

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…

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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