Kim Campbell

From RFP to Go-Live: A Roadmap for Implementing Your Outsourced Customer Care Program

by Kim Campbell in Contact Center Outsourcing, Contact Center RFP, Customer Service Outsourcing, Kim Campbell That RFP process is a grind, eh? The peak experience is when you finally get to call your new strategic partner and let them know they are ...

What Now? How Will Contact Centers Navigate the Post-COVID World?

by Kim Campbell in Customer Experience, Customer Service Outsourcing, Customer Service Trends, Kim Campbell If one thing’s for certain in these most uncertain times, it’s that humans are resilient. There have been comparisons of the coronavirus pande...

In-House vs Outsourced Customer Service: What’s Right for Your Business?

by Kim Campbell in Contact Center Outsourcing, Customer Service Outsourcing, Kim Campbell Considering outsourced customer service for the first time? It’s likely you already outsource many other areas of your business, but we get it: outsourcing those...

Up Where Expectations Soar: Customer Care in the Age of Entitlement

Admit it, you love it when you’re handed that Starbucks beverage with your name spelled neatly and correctly on the side. Maybe that’s where it all started: that innocent coffee cup with the green mermaid staring back at you. The trend of personalize...

Empowering Your Team to Deliver Kick-Ass Customer Experience

Quick, how many services or memberships do you subscribe to? One? Two? Twenty? You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron, Trunk Club, and Honest Essentials),...

Empowering Your Team to Deliver Kick-Ass Customer Experience

Quick, how many services or memberships do you subscribe to? One? Two? Twenty? You know your wallet is stuffed with membership cards (roadside assistance, your local gym, and Costco) and your front porch welcomes monthly subscription boxes (Blue Apron,...

Which 2019 Consumer Trends Will Impact Your Customer Experience Strategy?

Let’s get real: once-transformative technologies that allowed businesses to respond to consumer needs with speed and agility no longer elicit the oohs and aahs they once did. While new technology continues to emerge, the digital transformation of rec...

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…

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).…

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, finally, you’ve signed the contract to make your choice official. The job of procurement might be done, but everything else...

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 customer care in the hands of experts so you can focus your organization’s resources on your core competencies. But it’s...

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 a predominantly “work-at-home” (WAH) model and one of the first questions they asked us was about work-at-home agents. They’d had...

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 or will they be shared? It’s a great question and seems pretty straightforward, right? A dedicated team is always the...

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 is this more evident than in insurance claims support scenarios. The need for insurance of some description is one of...

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 of the town mascot”) could feasibly get you from point A to point B. But if you want to cut...

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 toilet over talking with customer service. But it is also a call to action. If the call to customer care...

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 to build a future with you. Not a decision to be taken lightly. And it can induce more than a...

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 finalizes deals faster. That rare person not only greases the wheels of your sales mechanism, but gels with your culture...

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