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Upgrade vs Outsource: 5 Things to Consider In Your Call Center

There may be advantages to maintaining an in-house call center, at least for some companies. However, if your business is growing, there may come a time when you have to question whether it is better to upgrade your technology and infrastructure...

5 Characteristics to Look for in a Call Center Agent

As your company grows, so will your call center. But when you’re looking to hire a new call center agent, you do not want to hire just anyone. After all, agents are often a customer’s first impression of your brand, and sometimes their only...

How to Pick the Right Size Call Center Partner

No matter what anyone tells you, size matters. But picking the right size call center partner is no easy task. Pick one too large, and your “partner” may have the resources you need, but your brand and the attention to detail you demand for your...

How to Know Your Call Center Will Represent Your Brand Properly

In this day and age, with increased specialization, movement toward more virtual operations, and extremely low unemployment rates, businesses are increasingly outsourcing their call center operations. In doing so, they will often achieve better...

Rolling Out New Technology? Make Sure You Consider These Three Things Before You Do

As I was sitting in a dentist chair, I listened to two professionals talking heatedly about their less than exemplary office system which had launched earlier that month. They were completely oblivious to the fact that I was there - which...

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...

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...

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