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Why “Trust, But Verify” is Essential in Vendor Management

Why “Trust, But Verify” is Essential in Vendor Management

By Michael Blankman In my recent article, we concluded that the most important aspect of managing remotely is building a strong and trusting relationship. Creating a partnership that doesn’t rely solely on the contract for the outsourcer to get performance ...

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The Data Speaks for Itself: Agent Training Lowers Call Center Attrition

The Data Speaks for Itself: Agent Training Lowers Call Center Attrition

By Rosanne D’Ausilio PhD Average turnover, reported at 40% to 50%, has always been, and continues to be, a chronically costly problem for call centers, a problem that seems to be tolerated rather than solved. Respondents to a FurstPerson survey ...

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The Customer Support Landscape in Mexico and Central America

The Customer Support Landscape in Mexico and Central America

The Customer Support Landscape in Mexico and Central America By Jones Lang LaSalle The nearshoring of customer service operations is an increasingly important part of a global customer service delivery platform. Companies seeking low-cost, Spanish-English, or multilingual labor are discovering ...

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Call-Center Heresy: Treat the Customer as Priority #2

Call-Center Heresy: Treat the Customer as Priority #2

By Dan Berthiaume Everyone seems to have at least one story about a nightmare experience dealing with telephone customer service. The fact that many call center providers are located in countries where language and customs are significantly different from US ...

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Are We Outsourcing the Wrong Things?

If you want a culture of true customer care, make sure your corporate vision is crystal clear By George Tillmann A customer is the most important visitor on our premises…  We are not doing him a favour by serving him, ...

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Call Center Agents Not Getting Adequate Tools, Says Gartner CRM Study

Gartner has just released results of a call center modernization survey of worldwide CIOs. The findings show a surprising lack of awareness of the value of the contact center in strengthening customer relationships. Companies are just not making enough of ...

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