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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....

3 Tips to Minimize Agent Turnover in Your Business

According to the U.S. Contact Centre Decision Makers Guide, call centers saw an average of 60% agent turnover rate by mid-2017. Unfortunately, this rate (or much higher) is common in the industry, and continues to be among the top issues faced by...

Frequent Call Center Customer Complaints Your Business Can Easily Avoid

The main focus of a call center is to create a positive customer experience, but too often, customers find themselves lost in one of any number of service pitfalls. Some examples of these service pitfalls are:

The Do's and Don'ts of Call Center Scripts

Words have great power. “No” and other negatives are psychologically and physically stressful. Conversely, “I understand,” “I can,” and “I will” instantly reflect empathy and dedication.

When working with customers, you always want to create a...

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...

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