Outsourcing is a fast-growing practice, and about 37% of small businesses currently outsource at least one business process. There are all types of processes that are suitable for outsourcing, and one of the most common is customer service. With that in mind, there are different outsourcing options, and some are better than others. Nearshore customer […]

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 […]

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 […]

Besides the usual contact center functions like customer service and tech support calls, emails, and chat, your company can outsource other functions such as your back-office processes. Outsourcing enables you to get those tasks off your company’s plate, save the company costs, and free up your employees’ time to work on other initiatives. Here is […]

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 […]

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 […]

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 […]

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 […]

According to Forbes.com, experts estimate that each year poor customer service costs businesses over $75 billion, and 96% of people say they would be willing to leave a company after receiving bad service. That’s staggering when you consider that those companies probably think they are doing a good job but are instead creating a switch […]

A stunning headline on a 2020 Forbes.com article read “96% of Your Customers Will Leave You Due To Bad Customer Service.” The article went on to reveal that only 4% of customers are “completely unwilling to leave” a company after a bad customer service experience. The harsh reality is that the majority of your customers […]