…The Right Call…

Businesses wanting to outsource interaction center and BPO processes face a complex set of decisions as they design an approach to customer care and communication. Once a business has decided to outsource portions of their business, they must choose whether to use a domestic, near-shore or off-shore BPO provider. Each of these options has there [...]

In the virtual conference this week, Greg Alcorn touched on many topics relating to the how’s and why’s of coaching and communication in the contact center. Quality coaching and active monitoring greatly improves our performance and helps us see where we can grow our skills. It is easy to take someone’s advice as criticism and not as [...]

Presenting at a conference takes a lot of work and planning. Not to mention the travel time. Fortunately, last week, President and CEO Greg Alcorn got to do it all from the comfort of his office. CRMXchange hosted a virtual contact center conference this week. Greg hosted a session titled “Coaching, Communicating and Collaborating Your Way [...]

Did you have a Johnny Stratton in your high school? Johnny went to my high school. He could do everything. He played four sports and was a star in all of them. He played the trumpet in the band, was class president and dated the prettiest girl. To top it all off, he was, and still is, a really nice guy. Johnny [...]

The contact center industry is constantly changing due to the intermittent churning of technological advancements and newfound customer needs. Whether you’re new to the industry or a seasoned pro, at some point or another, you will have to learn some new things. And enhancing your knowledge can help you become a better performer and a contact center rock star. Start by trying out different techniques on your calls [...]

Have you been considering an outreach program to your customers or prospects to tell them about your products or services but just aren’t sure about the customer experience? Good for you! In the wrong hands, that investment could disappear. What things should you consider before collaborating with an outsource contact center? What controls should they [...]

For businesses spanning all ranges of products and services, outsourcing works. A major area in which it works quite effectively is the two-way communication between your business and your customer contacts. Although there are other reasons for this type of outsourcing, here are five major reasons why contact center outsourcing works so effectively: 1. Cost [...]

Similar to our outbound contact center initiatives we manage on behalf of our clients, for our inbound clients, there are many “moving parts” which drive the measurements our clients have for us. Some of the measurements are unique to the type of interaction we manage (i.e. a sales call versus a customer service call), but [...]

What’s that saying –“Rome wasn’t built in a day.” Who even has an hour these days? Let’s face it: a lot goes on at a contact center. You have shift changes, shift meetings, new hires, training, calls, coaching, breaks -the list goes on. With all that activity, effective communication is necessary to keep all associates on the same page. A small breakdown in communication could lead to potentially disastrous missteps. Effective communication can mean minimal mistakes, easier transitions, smooth workflow and happier associates. What do happier associates mean for your site? That’s right- better performance!

Recently I attended my first outsourcing road show which was designed for buyers and providers of Outsourcing Services to openly discuss current challenges. Although a percentage of the road show was focused on unique challenges to the IT/application development space, most topics were very applicable to contact center outsourcing as well. This full-day event was [...]