Outsource Consultants' Blog

How Companies are Using YouTube for Customer Support – The Economic Voice

We’re living in an age where many people only ask a company for help as a last resort. According to Synthetix, 90 percent of consumers look for answers on the Internet before contacting customer support. One way that people look for their answers is through online videos from channels like YouTube. There are thousands of instructional videos on YouTube, many created by companies as a way to serve their customers. The article “How Companies are Using YouTube for Customer Support” by The Economic Voice discusses this topic in more detail. To read the full article, click the link below:

 

How Companies are Using YouTube for Customer Support – The Economic Voice

 

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4 Ways Contact Center Agents can Build Customer Loyalty - Jodi Beuder

Customer loyalty is important for every company, and the best way to get customer loyalty is by providing excellent customer service. One way that contact centers can ensure quality customer service is by providing a good working environment for their employees. If the call center agent is happy, they’ll be more likely to deliver upbeat and patient customer service. In addition to a positive work environment, there are four things contact centers can focus on to build customer loyalty:

  1. Soft Skills
  2. Active Listening
  3. Authenticity
  4. Quality Assurance

The article “4 Ways Contact Center Agents can Build Customer Loyalty” by Jodi Beuder (Impact Learning Systems) discusses these focuses in more detail. To read the article, click the link below:

4 Ways Contact Center Agents can Build Customer Loyalty - Jodi Beuder

 

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3 Benefits to Outsourcing, if Done Correctly - Elliot Markowitz

“Outsourcing eliminates jobs! Outsourcing leads to poor customer service!”

You’ve probably heard those opinions before, perhaps you have those opinions yourself. While it’s true that there have been misuses of outsourcing that have led to job cuts and poor customer service, outsourcing can greatly benefit a company if done correctly. Cost-saving is only one benefit of outsourcing, but it should not be the single reason your company uses it. There are three other benefits of outsourcing, such as the creation of more capacity, the allowance of focus on core capabilities and the generation of savings to re-invest in the company. The article “3 Benefits to Outsourcing, if Done Correctly” by Elliot Markowitz, contributing editor for The VAR Guy, discusses these benefits in more detail. To read the full article, click the link below:

3 Benefits to Outsourcing, if Done Correctly - Elliot Markowitz (The VAR Guy)

 

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5 Customer Service Metrics Every Business Should Be Tracking - Sreeram Sreenivasan

Knowing what your customers think is important for businesses, but not everybody is comfortable with asking their customers to provide feedback. While surveying customers is still a good approach to take, there are metrics that your company can track that will provide valuable information pertaining to customer satisfaction. 5 great metrics include: incident volume, first response time, resolution time, abandonment rates, and first contact resolution. The article “5 Customer Service Metrics Every Business Should Be Tracking” by Sreeram Sreenivasan (ChamberOfCommerce.com) discusses the benefits of tracking these metrics in more detail. To read this article, click the link below:

5 Customer Service Metrics Every Business Should Be Tracking

 

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Customer Success vs. Customer Support – Teresa Becker (ClientSuccess)

Did you know that there is a difference between customer success and customer support? There is! Customer success involves building relationships with your customers and helping them daily, while customer support involves resolving customers’ specific products and product issues. While customer success and customer support have similarities and must be utilized conjointly, it is important that your organization understands the differences between them. The article “Customer Success vs. Customer Support” by Teresa Becker (ClientSuccess) discusses this topic in more detail. To read this article, click the link below:

Customer Success vs. Customer Support – Teresa Becker 

 

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Agent Training Mistakes to Avoid

Training contact center employees can be a challenge. It’s difficult to find the time and a constant pressure to train faster can compromise quality. It’s logistically difficult to pull agents for training while maintaining coverage. This leaves little room for error when you do get a chance to train. ICMI recently wrote an article on the three common mistakes that contact center trainers make. These errors slow training down, make it less effective, and can even cause training to fail completely. On the other hand, avoiding these mistakes can help your agent training programs deliver amazing results. A summary of that article is below:

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The Importance of Culture: Learning from Comcast

By now you may have heard the story of Ryan Block and his humorous/tragic attempt to have his Comcast internet service discontinued. Geoff Schaadt, a management consultant, elaborated in a recent article posted on LinkedIn. The summary of that article can be found below:

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Improve Call Center Services with Social Media


How do you deliver exceptional customer care? Do you ensure that no customer waits on hold longer than five minutes? Do you allow your agents to adjust the script so as to better address customer issues? Do you enforce a “customer first” policy that puts their priorities above all others? For a number of call center services, it’s these things and more that lead to the optimal experience. inContact recently wrote an article on how social media can improve your call center. A summary of that article is below:

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Close Customer Service Gaps with Social Media

Do companies really understand their customers?

If they did, surveying customers wouldn’t be such a big business. There is often a serious gap between the quality of customer service companies think they are providing and the quality of service customers say they are providing. InContact recently posted an article on how social media can help close the customer expectations gap. A summary of that article is below:

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Customer Service Leadership

Effective Customer Service Leadership

Developing effective customer service leadership – leadership that coaxes great behaviors and performance from your customer-facing employees – is a key to creating a successful customer experience. Micah Solomon, a customer service consultant, recently wrote an article on Forbes on how to transform the behavior of customer facing employees. A summary of that article is below:

Once you’ve gotten the ball rolling by hiring employees with the right potential, you also need a specific leadership mindset and methodology to bring out that potential fully. Let’s take a look at what’s involved and how you get this done.

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