Welcome to our blog! Here we share insider tips and tricks to successful call center managment. In over thirty years in the call center industry, we’ve learned a thing or two and found the best knowledge is that which is shared.
Please contact us if you’d like more information about any of the topics here, or would like more information on how we can support your call center needs.
Switching calls over to a new outsourcing call vendor for the first time is a major endeavor — one that should only happen after a lot of planning and communication. This is true whether you're routing calls for the first time from your own offices or you're switching from an existing provider. Communication plays a [...]
Continuous improvement drives lean businesses. This core principle helps companies succeed in challenging markets and thrive in times of prosperity. Often, when businesses turn to outsource providers, they're looking for a better way to do things while controlling their costs. By choosing a partner that uses continuous improvement methods, the results can exceed your expectations. [...]
Companies in or adjacent to the healthcare industry likely know about the necessity of protecting patient health information. The Health Insurance Portability and Accountability Act provides federal requirements for keeping patient records confidential. It also includes some pretty severe monetary and legal consequences for individuals and organizations that don't follow regulations. It's important to realize [...]
A third-party provider can make or break your reputation. The outsourced customer service solution you use could reinforce your brand messaging, or quickly deteriorate your investment. Many growing businesses rely on outsourcing solutions because they can scale up or down, support an internal customer service staff, and streamline operations so they can focus on what their [...]
Visibility into the truths about your vendor services is critical to long-term success. They help you understand whether your current vendor is best serving your needs and shine a light on issues that could let you know it's time to seek a new outsourcing company. From general statistics to metrics about your own service, here [...]
September 23-26, 2019 in Washington, DC
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