Outsourcing your contact center is a hot topic for both customers and your company. It can be attractive for a company looking to lower costs and expand its bilingual capabilities. Still, it can also be nerve-wracking to think of giving up control over the service provided. Here are ten questions to ask when considering your […]
Category: Blog
10 Strategies For Reducing Attrition In Your Contact Center
Agent attrition, or employee turnover, has a significant impact on time and resources in contact centers. It is often seen as a health check for any business. Think of attrition as the symptom of a greater issue. If your company has a high churn rate, there are probably a few reasons why. Here are ten […]
Tips for Maintaining Data Security with Your Work from Home Agents
With the Covid-19 pandemic, there has been a rise in people working from home, including contact center agents. In the current business climate, many employees seem to be working with confidential and sensitive data. In contact centers, this can include customer contact, credit card information, and more. Naturally, companies must keep this data safe from […]
Is it Time to Offer Customer Service in Additional Languages?
Are you considering offering contact center support in multiple languages? Do you wonder if it is essential? Ask yourself these questions: Do I have customers whose primary language is something other than English? What is the percentage of customers by different primary languages spoken? How are my CSAT scores among these different customer segments? What […]
Is your Contact Center in the “Great” or “Good” Category today?
Jim Collins, in his book Good to Great, asked companies several questions to determine if they are “great” in what they are doing. Perhaps you may have heard about the book or even read it.
A message from our CEO: Taking Call Center experience to the new decade
What will be the main components of the Call Center of the future?What will be the main components of the Call Center of the future?
Nearsourcing and NAFTA
Finding cheaper labor has been the holy grail of companies. This quest has taken them to lands so distant as South America and Asia, but the ever-changing economies are making US companies turn their heads back to nearsourcing with long-time partners. It’s no news that for years, American companies have been outsourcing jobs to Asia […]
Will Success of the internet and its traffic create customer services issues for your business?
A recent article on Bloomberg raised an interesting question: Will Netflix Kill the Internet? As businesses expand offering via the web and customers continue to flock to the internet to shop and seek information and solutions, what will this mean to Contact Centers and their businesses?
Centris Announces Opening of Second Mexico Call Center
Longview, Texas — Centris Information Services announced the opening of its second Mexico-based call center to be located in Aguascalientes Mexico. “With the addition of this new call center we will enhance the diversity of our call center network providing better reliability – addressing weather and telecommunications related challenges that may occur from time to time.” […]
What is PCI Compliance?
The Payment Card Industry Data Security Standard (PCI DSS) is a set of requirements designed to ensure that ALL companies that process, store or transmit credit card information maintain a secure environment. Essentially any merchant that has a Merchant ID (MID) needs to be PCI Compliant.