Andrew O'Brien
Future State of the Contact Center: ChatGPT in Customer Experience
by Andrew O'Brien in Andrew O'Brien, Artificial Intelligence Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. For many, the buzz about ChatGPT is evoking the same exploratory wonder they once experienced w...
Redundancy: Preparing Customer Care for Crisis Situations
by Andrew O'Brien in Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing Redundancy. Business Continuity. Those are major check boxes in every RFP we’ve ever responded to. Boxes to be checked on both sides of the equation – t...
The Wall is a Myth: Getting Closer to Your Customer Through Outsourcing
by Andrew O'Brien in Andrew O'Brien, Contact Center Outsourcing, Customer Retention, Customer Service Outsourcing For brand-conscious organizations who have never outsourced before, there’s a common fear that putting your customer care in the hands of...
AI and Customer Care: The Future is Here
Siri, Alexa, and OK Google… these are the virtual interactions that Sci-Fi movies have portrayed for decades past. The future is, it seems, here at our fingertips. These technologies are sparking new expectations in today’s consumers on an almost daily...
The Evolution of Self-Serve Customer Service
Ever have one of those days when you simply don’t want to talk to anyone? That day inevitably coincides with the renewed urgency of the task you’ve been procrastinating over: calling customer service to fix your computer/check your warranty/renew your membership/reset your password. We know...
A Quick Guide to Comparing In-House Vs. Outsourced Contact Center Costs
If you’re already managing an in-house call center, you know that navigating the natural peaks and valleys of call volume presents a complex challenge when calculating call center costs. You know that the ratios and formulas are multifaceted, which can make a direct...
Beyond KPIs and Metrics: 3 Critical Measurements in the Outsourced Call Center
In the outsourced call center world, we measure everything in terms of percentages: minutes and seconds, dollars and cents. Measuring deep into the trenches of the contact center is an absolute must. At the end of the day, the math needs to always...
6 Guidelines to Writing the Contact Center RFP
Trusting an outsourcing partner to interact firsthand with your customers goes beyond the typical transactional nature of most client-vendor relationships. The RFP process for contact center services is a lot like dating. The company asks questions to find out who they want to ‘dance’...
Why the ‘Cookie Cutter’ Call Center Doesn’t Deliver High Quality Customer Experiences
There's something to be said about the consistent messages that are advertised by call center outsourcers. When companies are seeking a partner to handle their customer service calls, most organizations hear the same age-old promotions: "we're different," "we provide outstanding customer experiences," and...