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The Importance of Omni-Channel Solutions in a Contact Center

First off, let's understand why omni-channel is such a big deal.

Not only are there dozens of channels being used today between phone, physical stores, email, web chat, web portal, social media, forums, communities, etc.; but most of these...

The Connection Provides Over 1,000 Turkeys to Employees

The Connection®, a leaders in contact center outsourcing, call center consulting and training and development services provides over 1,000 turkeys to corporate and contact center employees for the holidays. 

The Connection Expands Contact Center Support with TCAnswer - 24/7 Phone Support & Virtual Receptionist Service

Recently, The Connection® announced the launch of its newest service offering, TCAnswer – a 24/7 live phone support service providing high quality virtual front desk, receptionist, and administrative support. For many businesses lost calls during...

Go Beyond Outsourcing: Leverage Strategic Partnerships For Growth

Even if you run your own factory, manage your own warehouse and clean your own break room, chances are you’re still outsourcing something.

Think about it, you don’t operate your own internet service. You likely pay for online storage and backup....

CRM Integration Increases Customer Experience & Satisfaction Scores

Looking to improve their customer satisfaction without sacrificing quality and customer experience for their inbound call center, a large retail organization began their search for an inbound call center service provider. The retail organization...

The Connection® Welcomes Matt Sanders to the Business Development Team

The Connection®, a leader in contact center outsourcing, call center consulting, and training and development services, announced the addition of Matt Sanders, VP of Business Development to the corporate team.

5 Ways Call Center Outsourcing Can Help Increase Profitability

For many companies, staffing and managing an internal call center can be a challenging and costly part of their direct-to-customer businesses - representing as much as 3% or more of net sales. An alternative is outsourcing call center services in...

Client Branded Customer Service Maximizes Consumer Retention during Product Recall

A well-known retailer for consumer goods and services began receiving repeated customer complaints after launch of a new product. Upon investigation, the company discovered the recently launched product contained a manufacturer defect that would...

Using CSAT and NPS Ratings to Gain a Complete View of Customer Perception

The CSAT survey and NPS rating are two of the most commonly used instruments to measure customer opinions. However, each is used for a specific purpose and capture different types of data.

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