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Call Center Providers

8 Key Criteria For Evaluating Call Center Providers

How to find out a good call center providers? You’ve determined your needs. You’ve developed an RFP. You’ve created a vendor short list. Now it’s time to select your Call Center Services Providers. Make no mistake. Finding a good Call Center Providers is critical. It can make or break your project no matter what you’re outsourcing. Some say it’s the most critical step in outsourcing. But finding a good service provider isn’t enough. To succeed, you need to find one that fits your needs. Develop A Framework A proven method for choosing the right provider is to develop a framework for evaluating the vendors you’re considering. The key to building this framework is to first develop a checklist of provider […]

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Contracting Mistakes

How To Avoid The 6 Worst Contracting Mistakes

According to a survey of 800 executives in the United States, cost savings is the primary driver of contracting. No doubt about it. Contracting cuts costs and sometimes quite dramatically. But if that’s your only reason for contracting, you’re missing the boat. Contracting is also powerful weapon that can transform your business. And if you’re not taking advantage of it, you’re costing you’re business revenue. To get the most out of it, you must take a strategic approach. Only then will you be able to reap all its benefits — whether its tech support, customer service or any another process. Here are 6 worst contracting mistakes to avoid. Enjoy Full Benefits Put simply, you need to do three things to […]

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Remote Workers

8 Best Benefits To Having Remote Workers

More and more SMBs are going remote. No question about it. A recent Skype survey showed that on average nearly 62 percent of the companies surveyed allow employees to work offsite. The survey also showed that 56% of the managers surveyed believed remote workers were more productive, while 75% believed working remotely is becoming more accepted. With numbers like these, you’d think every manager would be jumping on the bandwagon. Yet many managers are still reluctant to go remote. Make no mistake. Managing a remote workforce is a challenge. But the benefits from going remote make an impact. If you’re one of the managers that is undecided about having remote workers, we’ve listed 8 benefits below that may help you […]

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Service Desk

How To Humanize The Customer Service Desk

Are you connecting with customers? Today’s technology provides plenty of ways to do it—from social media to video chat to e-mail. But it’s all too easy to let technology take over in customer service. When it does, that spells trouble. It can drive customers away. And that’s not good. They don’t need another reason to defect. Unfortunately, many service desk managers let this happen. They allow technology to take precedence over the human aspect of service delivery. That can de-humanize a service desk. Savvy managers, on the other hand, use technology to improve the customer experience. The key to doing this is to make sure the customer stays at the center of everything your call center services desk does. Below […]

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