ShepHyken

JUNE 21, 2019

Jonny Everett is Co-Founder of The Chat Shop , providing award-winning UK and US live chat and chatbot outsourcing and consulting. Read Shep’s latest Forbes article: Coach Of Stanley Cup Champions St. For more articles from Shep Hyken and his guest contributors go to customerserviceblog.com. The post Guest Post: Chatbot vs.

Chatbots 308

Chatbots Customer Experience Scripts outsourcing 308

BlueOcean

JULY 20, 2023

In our world of outsourced customer care solutions, one of the big challenges we continue to wrestle with on the sales side of things is the significant change in the contact center RFP process. On-site pitching and negotiations are critical to establishing long-term strategic partnership with your customer care outsourcer.

outsourcing 117

outsourcing Contact Center Personalization contact center solutions 117

Taylor Reach Group

SEPTEMBER 25, 2018

The old Contact Center Outsourcing (CCO) model is broken. Clearly, this is not a recipe for customer success and is a contributing factor to why it is so difficult to deliver superior service in an outsourced environment. By: Colin Taylor. And why would they?

outsourcing 98

outsourcing Contact Center Calibration Abandon rate 98

Nicereply

AUGUST 3, 2021

For many companies, outsourcing is the best next move. Yet it can be daunting to begin the process of finding the right business process outsourcer (BPO)—one that you trust to be the voice of your company, to represent your brand and solve your customers’ problems. Some outsourcers don’t offer any account management.

outsourcing 98

outsourcing Accountability Business Process Outsourcing call center professionals 98

TeleDirect

APRIL 25, 2025

How to Choose the Right Call Center for Your Healthcare Practice As the healthcare industry evolves to meet the demands of modern patients, outsourcing customer communication to a healthcare call center has become a practical and strategic move. Q2: Will patients know theyre speaking to an outsourced service? A signed BAA is standard.

Healthcare 62

Healthcare Call Center Abandon rate outsourcing 62

Quality Contact Solutions

MAY 4, 2021

It’s not any different if you’re trying to find an inbound call center outsourcing partner. Finding an inbound call center outsourcing provider doesn’t have to be complicated or overwhelming. Here are seven inbound call center outsourcing tips for finding the right partner to support your business. Why do they call?

outsourcing 98

outsourcing Call Center Calibration Abandon rate 98

CCNG

JANUARY 25, 2023

Coaching and Development – “Adapt Based on the Environment” The way your teams learn has now changed, so the way you coach, monitor, and develop your teams needs to change too. Are you setting your team leaders and your teams up to fail by not creating the capacity to coach, develop and communicate?

Call Center 195

Call Center Coaching Employee engagement Benchmark 195

TeleDirect

OCTOBER 20, 2021

Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. In other words…it takes a great coach! Like any successful plan of attack, call center coaching and effective call center strategies demand excellence from management and agents. It takes careful planning.

Coaching 62

Coaching Call Center Business Process Outsourcing outsourcing 62

Blueship Call Center

OCTOBER 9, 2023

Top call center outsourcing companies provide exceptional customer service, it’s reasonable to anticipate sales growth of 20% or more of overall business revenue. Enhance customer service in top call center outsourcing companies Your company’s front line is made up of your customer service staff.

outsourcing 81

outsourcing Call Center Customer Care Coaching 81

ROI CX Solutions

APRIL 24, 2025

See why businesses outsource their call centers to ROI CX Solutions. Engage in continuous agent coaching, discussing communication roadblocks and solutions in your script that can help them. Use team meetings and agent coaching sessions to discuss the success of your contact center scripts. Looking forward to our conversation!

Scripts 92

Scripts Call Center Upselling Feedback 92

OctopusTech

FEBRUARY 21, 2025

If your law firm struggles to handle calls from potential and existing clients requesting consultations, submitting critical information, booking appointments, and asking urgent questions, you may need to consider outsourcing the services of a call center agency. Here are the 15 key features that you should look for: 1.

Call Center 62

Call Center Interactive Voice Response virtual call center Coaching 62

Outsource Consultants

JULY 19, 2021

Genetics, financial resources, access to top coaching, and exposure to the sport at a young age are all virtual requirements for a decorated athletic career. Don’t worry, we haven’t forgotten that this is an outsourcing blog. So what do the Olympics have to do with outsource call centers ? Olympians don’t just “happen.”

outsourcing 128

outsourcing Call Center Coaching Advertising 128

CCNG

MAY 11, 2022

Although the roles and responsibilities of call center agents have evolved since the dawn of the industry decades ago, the "human" element will always be the bedrock of call center services within business process outsourcing (BPO). However, most agents genuinely want to help the customer but many simply lack the proper training and coaching.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

ShepHyken

AUGUST 19, 2016

With the help of extensive video tutorials, MacPhun has been able to provide users with step-by-step tutorials on how to use their product without the need for coaching over the phone. SupportYourApp provides outsourced customer support solutions for Apple, Windows, and IoT software startups. FAQ Databases.

Customer Support 223

Customer Support Banking outsourcing Coaching 223

SharpenCX

FEBRUARY 23, 2021

All of this boils up and it can be tempting to wash your hands of it and just outsource customer service. And while outsourcing is a great solution, for some, it’s not for everyone. And, coaching often falls from the priority list when you don’t have a direct relationship with those handling your customer interactions.

outsourcing 67

outsourcing Coaching Customer Service Contact Center 67

Amplifai Coaching Category

JANUARY 12, 2021

Call Center Coaching Effectiveness has long been a challenge for both BPO/Outsourcers and direct contact centers alike - here are the top 10 causes we repeatedly see contributing to stagnant customer experience, waning employee morale, and disappointing performance improvements.

Morale 59

Morale Coaching Call Center Customer Experience 59

BlueOcean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. How do you start to compare your in-house apples to those outsourced oranges? What math should go into the business case around call center outsourcing costs? (Or

outsourcing 62

outsourcing Contact Center Call Center Customer Care 62

Outsource Consultants

AUGUST 7, 2023

In the BPO outsourcing industry, wage growth has made it next to impossible to find workers without added financial output. With this in mind, Outsource Consultants has come up with some innovative ways for you to cut costs related to customer support. This allows the QAS to focus on coaching instead of call review.

outsourcing 67

outsourcing Self service Call Center Chatbots 67

Quality Contact Solutions

JUNE 15, 2021

Having a great supervisor running your outsource telemarketing teams can make a massive impact on your business. Below are some of the best practices to be a successful outsource telemarking supervisor.??. Outsource telemarketing supervisors coach both veterans and new agents, so they must communicate appropriately to their audience.

Telemarketing 52

Telemarketing outsourcing B2C Coaching 52

HGS

SEPTEMBER 12, 2017

Communicate with your staff AND your outsourced staff: Following the announcement of the security breach, according to an article in Fast Company , when a reporter called the company, neither a customer service representative or her supervisor were aware of the breach. Make sure you’re prepared.

Customer Service 113

Customer Service outsourcing Contact Center Banking 113

ROI CX Solutions

JANUARY 8, 2025

AI tools can strengthen CX and boost productivity: More sophisticated chatbots, live coaching for agents, and automated summaries, when used responsibly, can elevate both customer experience and agent productivity. One major benefit of this tech is that, through generative AI, agents can receive live coaching during conversations.

Call Center 52

Call Center Contact center software Chatbots Interactive Voice Response 52

BlueOcean

AUGUST 20, 2020

Over the years, we’ve written many articles singing the praises of on-site visits with potential customer care outsourcers. And most outsourced customer care companies are leveraging wide-spread work-from-home models with facilities operating at a fraction of their previous capacity. The right outsourcer gets it.

outsourcing 62

outsourcing Finance Customer Care Coaching 62

Callminer

JULY 30, 2020

That’s why it’s important to train your call center representatives on effective conflict resolution techniques and leverage the right technologies to support ongoing coaching and training. Derek Gallimore is the Founder of Outsource Accelerator. Derek Gallimore. Unfortunately, complaints about poor customer service still happen.

Call Center 265

Call Center Customer Service Scripts Coaching 265

CCNG

OCTOBER 6, 2020

As a facilitator, coach, keynote speaker and business executive, she offers over 20 years’ experience in leadership development, program and project management, operations, call center management, global and outsourcing enablement, and service.

CCNG 195

CCNG outsourcing Surveys Coaching 195

CX Global Media

JULY 11, 2019

Fred Shadding Founder of Visionary Call Center Leaders Forum | Trusted Call Center Outsourcing Advisor & Industry Contributor. About Fred Shadding : Fred is the Founder of The Call Center Source, an advisory firm which creates results-driven partnerships between BPO providers and firms seeking to establish outsourced relationships.

Contact Center 120

Contact Center CCNG Morale Coaching 120

Call Center Weekly

NOVEMBER 26, 2018

True, having spent over 30 years leading centralized customer contact and back office functions, from Business Process Outsourcers to captive operations, from on shore to near shore to off shore to virtual workforce, from pre-IPO to giant global public firms, does inform my perspective. Seriously…go.

Contact Center 169

Contact Center Coaching Business Process Outsourcing Transportation 169

Outsource Consultants

APRIL 12, 2021

If you’re looking to refine your already exceptional BPO training or trying to “catch” your competitors, here are the top three priorities for managing your training with your outsource call center vendor: BPO Vendor Priority #1 — Train with the Right Tools. What gets you over the hump? What customs or norms should be covered?

Management 125

Management outsourcing Gamification Average Handle Time 125

Sykes

JUNE 13, 2017

An outsourced technical support partner is free from an internal team’s inherent bias or assumptions. But you also need a clear understanding of their recruitment, training, and coaching processes. That’s where an outsourced customer care partner can really take your pain away and help you shine.

outsourcing 66

outsourcing Management Technical Support Contact Center 66

Fonolo

APRIL 29, 2021

Here are some other call center roles you may consider hiring: Trainers/coaches. Call center outsourcing: an alternative to in-house services. For this reason, many businesses choose to outsource their call center operations. Your Guide to Call Center Outsourcing in 2021. Quality assurance. IT support.

Call Center 128

Call Center outsourcing CRM Technical Support 128

Taylor Reach Group

DECEMBER 7, 2018

Accepted averages are captive centers at 20% per annum and 100% per annum for outsourced centers. This is reflected in lower FCR, longer calls, the need for more coaching and QA resource support, and of course they achieve lower CSAT and NPS scores, costing the organization customers. Improving coaching processes.

Coaching 120

Coaching Contact Center Calibration outsourcing 120

CSM Magazine

APRIL 22, 2025

Regular feedback loops are a best practice you should look for if you a choosing the right outsourcing vendors. A gentle coaching in the Agile work also aimed at bridging the cultural differences, global teams communication gaps, and monitoring team morale.

Morale 52

Morale Best practices Engineering outsourcing 52

Taylor Reach Group

APRIL 2, 2019

In this interview, Colin Taylor and John Cockerill discuss Quality Assurance, Compliance, outsourcing and the risks and opportunities that can be found by a closer look at your contact centers’ quality program. The most common way of outsourcing – offloading this activity, is to send it to a quality assurance team.

Contact Center 92

Contact Center outsourcing Coaching Consulting 92

ROI CX Solutions

DECEMBER 3, 2024

Many companies outsource some or all aspects of customer support to concentrate on their core business operations without shortchanging their customers. If youre ready to turn your customer experience into a competitive advantage, this article will cover the top 12 customer service outsourcing services.

outsourcing 52

outsourcing Customer Support Telemarketing Technical Support 52

Global Response

JANUARY 8, 2025

Since speech analytics tools are able to monitor and transcribe conversations in real-time (keeping track of the content, tone, and sentiment of the conversation), it enables generative AI to step in and provide live coaching to agents, giving them actionable advice to change up their approach for a successful interaction.

Call Center 62

Call Center Interactive Voice Response Contact Center Self service 62

BlueOcean

NOVEMBER 6, 2019

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. If you’ve never outsourced before, it’s tempting to look at that number and think, well, we can hire contact center agents at a much cheaper rate than that!

outsourcing 62

outsourcing Contact Center Employee engagement Contact center software 62

Call Center Weekly

MARCH 9, 2018

Will providing resources to supervisors for better coaching address the need? She has both outsourced (domestically and internationally) contact center services and worked in companies doing the outsourced work. Instead of doing training, can you develop a job aid that will help fill the gap?

Contact Center 143

Contact Center Gamification Transportation outsourcing 143

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. 2020 was indeed a unique year for vendor managers and their outsourced partners. Chat transactions. Competitive sourcing.

Best practices 52

Best practices outsourcing Contact Center Call Center 52