At home agents Contact Center outsourcing 
Outsource Consultants
DECEMBER 14, 2020
As we close out a year filled with disruption, uncertainty, dark clouds, and silver linings, Outsource Consultants President and Founder Corey Kotlarz reflects on 2020’s challenges and successes, and his thoughts as we usher in a new year. What surprised you the most about how the call center industry responded to uncertainty in 2020?
Outsource Consultants
MARCH 8, 2022
No industry is safe from rising labor costs, especially the contact center industry where a majority of employees are the heavily affected low-wage earners. Aside from just wage inflation, recruiting cost increases and benefits additions have put a major strain on the margins of domestic contact centers.
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Outsource Consultants
OCTOBER 4, 2021
If customer service is a priority for your organization, this week is a perfect time to consider new ways you can improve customer service outsourcing. And don’t be fooled — businesses that outsource customer service are not dodging their responsibility to their customers, they’re embracing it. 2) Strategic Partnerships.
Taylor Reach Group
NOVEMBER 30, 2018
There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Contact Center staff is one of the most expensive and important assets within the Contact Center.
CCNG
JULY 27, 2022
There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. What key metrics should call centers measure for voice, chat, email, and SMS?
Outsource Consultants
JUNE 6, 2022
However, after taking the remote work model for a mandated test drive, many employers – including outsource call centers – have embraced the idea as a permanent option. So how do you keep your remote contact center agents engaged? Here are a few must-haves: Provide Virtual Communication Channels.
Global Response
OCTOBER 26, 2022
Outsourcing a call center often raises many questions businesses must answer, including: Who is the best outsourcing contact center to partner with? Where will the outsourced call center team be located? How will an outsourced contact center partner protect my data?
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