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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...

The Importance of Omni-Channel Solutions for Your Customers

Omni-channel solutions represent multiple ways for your customer to reach you (e.g. voice, email, chat, SMS, etc.), as opposed to the typical single access channel: the telephone. It is critically important to take advantage of all the potential...

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 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 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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