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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 [...]
Unlocking The Potential Of Offshoring
Offshoring has enormous potential for your business. It can cut costs. It can free up key resources. And it can [...]
Selecting The Right Business Model For Success
Selecting The Right Business Model - Like many of today’s managers, you’re probably being asked to do more with less—a [...]
How To Execute A Flawless Transition Plan
If you’re implementing an outsourcing project, you want it to be a success. Executing an effective transition plan is the [...]
6 Ways To Boost Contact Center Performance
Do you want to Boost Contact Center Performance? Do you want to improve customer satisfaction? Of course, you do. Increasing [...]
How To Improve First Contact Resolution
First Contact Resolution - Do you take customers for granted? If you do, it can cost you. Customers are your [...]
7 Ways NOT To Cripple A Service Level Agreement
Creating a well-written SLA is a challenge—especially if you’re outsourcing tech support. Even if you include all the key elements [...]
A Five-Step Call Center Vendor Selection Process
You’ve gotten approval to outsource customer service. You’ve gotten buy-in from all key stakeholders. You’ve developed a budget for the [...]
How To Create Service Level Agreements
If you’re an experienced IT manager, you’ve probably had to create service-level agreements. Heck, you’ve probably created dozens. But when [...]
How To Afford Offshore Contact Center
Offshoring isn’t just for big companies. It’s good for almost every company. So why aren’t more small and mid-size companies [...]
7 Ways To Exceed Customer Expectations
Are you exceeding your customer expectations? If you said no, you’re asking for trouble. Once upon a time, meeting customers' [...]
7 Top Outsourcing Mistakes
7 Top Outsourcing Mistakes - Here are two ominous statistics if you’re planning to outsource tech support: IT projects are [...]