Category: Tech Support

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voice analytics

Is voice analytics the future of tech support call centers?

Is voice analytics the future of tech support call centers? — Your help desk staff would certainly have an easier time doing their jobs if your callers would say exactly what they were thinking at all times. Unfortunately, human beings tend to hide their true thoughts and emotions, making it harder for call center employees to identify the best ways to achieve caller satisfaction. For companies using outsourced technical support, the potential for difficulties is even greater, as these call center operatives may have a harder time picking up on voice cues due to a lack of cultural understanding. A […]

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Tech support metrics

Don’t Overlook The Most Important Tech Support Metrics

Outsourcing tech support metrics can cut costs, increase efficiency, improve productivity, and deliver better customer experiences. But you can’t realize these benefits if you can’t manage the tech support firm. And you can’t do that if you’re using the wrong Tech Support Metrics to assess performance. Using the wrong Tech Support Metrics spells disaster. It can send the wrong signals to the firm’s agents and erode agent morale. Bad morale can infect customer experiences. But with so many metrics to choose from, how do you know which are the right ones to use? Two Factors Are Key When Picking Tech […]

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vendor selection

Technical Support – 10 Requirements For Vendor Selection

Gartner reports that offshore technical support can save companies 25-30%. Savings like this are hard to ignore—especially if you’re a small to medium size business looking for an edge. Offshore technical support isn’t just about money. It’s also about re-shaping your business. The savings derived can be reinvested to enhance other customer–oriented activities. That can help transform your company and boost your brand’s image. But to do this right, vendor selection must meet your specific requirements. If a vendor doesn’t meet them, leave it off the short list. 10 Requirements For Vendor Selection: The tech support vendor requirements below are [...]
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tech support vendor

How To Select The Best Tech Support Vendor

Thanks to economies of scale, Tech Support Vendor can save companies big dollars in operational costs while providing enhanced support services. So while cost savings isn’t the only benefit from tech support vendor, it’s critical. Sometimes those savings can total as much as 40, 50, or even 60 percent. But to realize those savings, you have to team up with the right partner—one that fits your specific needs. Finding the right tech support  vendor can be a struggle. To do it successfully, you’ll need to address key internal and external issues. Get these efforts right and you’ll enjoy the benefits […]

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