Every call center manager knows that growing your customer service team can be a serious challenge. But, where obstacles arise, so also do opportunities. You can succumb to difficulties and give up, or you can leap over those hurdles and become a...

Trusting another company to communicate with your customers is a big deal. It is one reason some companies hesitate to outsource their call center operations. But, you can do it! The key to success in finding a call center partner you can trust is...

Technology is always changing, and it’s transforming faster today than ever before! Systems we use now will likely be outdated in just a few years (but, hopefully not!). So, what does that mean for the contact center of the future? What technologies...

Outsourcing customer service can feel more daunting than outsourcing other business functions. After all, we are talking about your customers, here. Should you let go of their care and handling? Will the benefits outweigh the costs? You need to...

If you think your call center has little to do with increasing your business' bottom line, think again. When your customers interact with your call center agents, it can either reinforce your reputation as a caring, customer-oriented company or...

Call centers use scripts for several reasons. Scripting allows you to control messaging and ensure agents are providing a consistent service experience to every customer. Scripts help move calls along efficiently. And they can reinforce your brand...

If you work for any length of time in a call center, it is inevitable that you will encounter difficult customers. Some are annoyed, others are unhappy, and there can even be those that are irate due to an issue with a product or service. Or, they...

Customer on hold. It is not merely frustrating for your customer, long hold times can turn even the most polite person into a difficult customer, or cause them to simply hang up. Long wait times can transform a potential customer into a brand...

So, your business is on the rise. As your sales increase, your company will need to expand to accommodate that growth, particularly in the realm of your customer care department. When thinking about customer service, it can be easy to only picture...

Many companies find that outsourcing their inbound call center operations offers more benefits than handling the work in-house. When researching where to outsource, there are basically three options to consider: offshore, nearshore, or domestic. So,...