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5 Key Characteristics to Look for in a Call Center Partner

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...

Social Media, AI, and More! A Brief Look at the Contact Center of the Future

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 Systems we use now will likely be outdated in just a few years (but, hopefully not!).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...

3 Ways Outsourcing Customer Service Positively Impacts Your Bottom Line

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...

How to Leverage Call Center Technology for Greater Business Success

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...

Verbatim or Paraphrasing: Which Call Center Script is Best for You?

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...

De-escalation: Types of Difficult Customers and How to Manage Interactions

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,...

Do Not Hang Up! How to Improve the Call Waiting Experience

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...

Call Center Staffing: Expand or Outsource HR and Personnel Management?

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...

What to Do When Your Direct Selling Business Skyrockets

Business is Suddenly Booming.

Customer Care is Suddenly Suffering.

Now What?

You have been nurturing your direct selling business for some years. Slowly but surely, you have been adding consultants and distributors. During this formative time,...

Nearshore vs Domestic vs Offshore: Which Call Center is Best for Me?

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....

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