outsourcing - Smart Contact Center Solutions: QA, Customer Feedback & Analysis

Hand writing Business Process Outsourcing

26 Apr Customer Service Business Process Outsourcing: Save Time and Money

Posted at 05:00h in Agent Training/Retention, CX Journey by Cassandra Vincent

An in-house customer service team that is steeped in company culture sounds great. But it isn’t a practical fit for all businesses. A customer service business outsourcing, or CS BPO, makes sense to save time and money....

Help wanted and now hiring signs for labor statistics

31 Aug Customer Service Job Projections and New Bureau of Labor Statistics Report

Posted at 05:00h in Agent Training/Retention by Cassandra Vincent

The Bureau of Labor Statistics (BLS) released their newest Job Openings and Labor Turnover Survey (JOLTS) yesterday. A new report but not much new movement: minimal change in openings, hires, and separations (which include quits, layoffs and discharges) for July compared to June 2022. However, in...

world map with headsets and text boxes displaying the concept of outsourcing contact centers worldwide for customer service with Good CSAT AI dog wearing headphones

16 Dec Offshoring Contact Center Operations In A Multilingual World

Posted at 05:00h in Agent Training/Retention, Customer Satisfaction Blog by Cassandra Vincent

Remote and offshore work is a growing field with projections of growth to $19.5 Billion by 2025. Let’s look at the reasons, benefits and challenges of offshoring contact center operations in a multilingual world. ...

10 Jul Channel the Brand Voice Right: Contact Center Outsourcing Challenge

Posted at 07:00h in Customer Satisfaction Blog, CX Journey, Favorites by Cassandra Vincent

There are many challenges to outsourcing to a contact center. One of those challenges is channeling the company vibe so the customer service experience fits the brand. There are key tools that help make brand voice come through in your customer service experience....

26 Sep Your Business Needs a Call Center Like a Crop Needs Bees, but How Much Do the Costs Sting?

Posted at 07:00h in Customer Satisfaction Blog, Favorites by Cassandra Vincent

Like sun and water to a crop, call centers are a necessary part of success providing important data to secure and build business over time. But, how much do call center costs sting? Call center costs depend on many variables, much like the final cost of...

29 Aug The Contact Center and the Call Center: Customer Service Battlestations

Posted at 07:00h in Customer Satisfaction Blog, CX Journey by Cassandra Vincent

It is lurking. When everything is going well we forget it’s slumbering presence, waiting to be awoken. One broken part, an incorrect billing or multiple fails and it awakens, sometimes with enough force to take down a business. It is the beast known as Customer...

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