Category: Blog

Live chat has many benefits for your business compared to phone support, email, instant messaging, and other communication platforms. It is a must-have for all companies. Here are the top live chat benefits for contact centers. Reduces expenses Phone support is traditionally the most commonly used method for companies, but it can be costly with toll […]

Looking for first-rate bilingual contact center services? Have you considered a nearshore partner in Mexico? Read on to learn why a contact center partner in Mexico is the best choice for providing the highest quality of customer service to both your English and Spanish-speaking customers. These days, it seems that there are many similarities between […]

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As an industry, the Contact Center faces a variety of challenges. The nature of the job in itself can be extremely stressful. For example, a large portion of calls that come into the contact center are disgruntled customers and dealing with unhappy people is always a challenge. However, the biggest challenge that every call center […]

Over the past twenty years, Amazon has grown from an online bookseller to the largest e-commerce organization globally. In fact, here are some recent Amazon stats: 2018 Net sales: $232.9 billion vs. $177.9 billion in 2017 2018 Net Income: $10.1 billion vs. $3 billion in 2017 Retail products were Amazon’s biggest revenue segment in 2018 […]

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 […]

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 […]

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 […]

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 […]