Talking is our strong suit, so here's the latest chatter from the world of contact centres

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    New trends in customer service: 2020 and post-Covid

    “The greatest danger in times of turbulence is not the turbulence — it is to act with yesterday’s logic.” — Peter Drucker

    Posted by Bobby Devins on Aug 13, 2020 11:46:08 AM
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    Topics: Customer Service

    In-house vs outsourcing customer service: What's better for your business?

    Outsource vs in-house is a critical choice when it comes to finding the right customer service strategy. There are pros and cons to both. 

    In-house operations offer complete transparency and control, but require dedicated resources to maintain. Outsourced partnerships offer flexibility, cost savings and on-demand expertise. The challenge is finding the right partner who can represent your..

    Posted by Bobby Devins on Jul 15, 2020 4:32:58 PM
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    Topics: Customer Service

    6 steps to implement a customer service strategy

    Quality customer service is both expected and a competitive differentiator. Of surveyed consumers, 91% would refuse to do business with a brand again because of a bad customer service experience. Yet 86% of UK consumers “expect good” and wouldn’t pay “more” to get it.

    Brands need cost-effective ways to implement customer service outcomes without negatively impacting pricing. That means..

    Posted by Aamir Baloch on Jul 9, 2020 8:30:00 AM
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    Topics: Customer Service

    10 questions about outsourced customer service answered

    Customer service outsourcing is a valuable way to improve outcomes while reducing costs and focusing on the core capabilities of your business. If you’re still debating whether to outsource, check out this blog: In-house vs outsourcing customer service: What’s better for your business?

    But if you’ve already made up your mind, you likely still have questions. Picking the right partner is..

    Posted by Aamir Baloch on Jul 2, 2020 5:19:00 PM
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    Topics: Customer Service

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