Outsource Consultants' Blog

Follow-Up With All Customer Feedback, Not Just the Negative Feedback

In a recent article, Luke Williams examines the following concepts to help companies improve their customer experience:

Read More

3 Reasons There Are No Shortcuts in the Customer Experience

Do you do your CX program just to have one, or did you create one with care and the goal of having a great customer experience with real value. Sandra Fornasier discusses her experience being a judge on a panel that recognizes the best efforts from companies improving their customer experiences. The experience helped her learn four key things that make a great customer experience program: 

Read More

Need Customer Surveys? Call Centers Can Help!

Do customer surveys matter? Are they still useful, or do customers get tired of them and ignore them or answer dishonestly? In a recent article, Martin Powton discusses ten reasons why conversational surveys are not redundant and can still provide value to companies and customers. The following are a few of his reasons:

Read More

3 Consulting Strategies to Improve Call Center Performance

In a recent article, Daniela gives the following tips for call centers to improve themselves and avoid complacency:

Read More

4 Channels Companies Should Utilize with Their Call Center Partners

In a recent article, Shelby Faris points out that while many companies have been putting emphasis on the customer experience in recent years, it can only take you so far before you need to bring the emphasis back on customer service. Customers expect every company to provide a great experience, but without a quality service behind it, these customers will leave one brand for another with better service. Faris provides the following six predictions for contact center trends in 2018:

Read More

4 Communication Channels to Examine When Selecting a Cloud Software Solution

The process of selecting the right cloud-based call center software solution is lengthy and time consuming. A Google search, colleague referral, and a few phone calls to vendors will not result a sound business decision. As you begin the search process, it’s helpful to layout a time and resources continuum so that everyone involved understands the kind of time and energy that will need to be invested. 

Read More

Reunion and Birthday Celebrations!

This week has been special for Outsource Consultants. For the first time since the summer of 2017, everyone in the company has been reunited in the same location! Our colleagues based in Missouri and Colorado are in town to work at headquarters for the week, so we decided to celebrate this reunion by going out to dinner as a team. In addition to this reunion, we also celebrated the birthday of Dave LaBatt (VP of Global Sales). Happy birthday, Dave!

Read More

6 KPIs to Guarantee Success from Your Outsource Call Center

The biggest challenge when working with a call center outsourcing partner is making sure they’re providing consistent, ongoing performance. This includes ensuring the agents receive the proper training, quality management, and calibrations to drive high-level performance. The key thing you need to do is agree on top KPIs (Key Performance Indicators) for the call center partner to monitor on a daily and monthly basis to optimize performance. The following are six major KPIs to use as a starting point to effectively manage your outsource call center.

Read More

No Brand Is In A Position To Ignore Customer Feedback

In a recent article, Ganesh Mukundan discusses the impact a Voice of the Customer (VoC) program can have on a business. If companies aren’t seen an increase in revenue and if they don’t retain a higher percentage of customers, then there is a solid chance their VoC program isn’t working properly. The article provides and discusses the following five problems that can get in the way of a VoC program:

Read More

2 Ways to Boost Call Center Agent Energy and Enthusiasm

In a recent article, Daniela Puzzo discusses the importance of call center agent training (both initial and ongoing). However, she takes a unique approach to the concept by offering fun and unique methods of training that can break the grind of call center life and help engage agents. The following are her four fun and easy strategies to train call center agents:

Read More

Get a Free Call Center Cost Proposal!

Phone: 888-766-4482
Email: ckotlarz@Outsource-Consultants.com

FOLLOW US for relevant and up to date information regarding the call center industry.

  • Outsource Consultants, LLC Google+
  • Outsource Consultants, LLC Twitter
  • Outsource Consultants, LLC LinkedIn
  • Outsource Consultants, LLC Blog RSS Feed
  • Outsource Consultants, LLC Facebook
  • Outsource Consultants, LLC Manta

Download Our Guide to Help You Find the Best Fit Outsource Call Center Partner!


Download Now

Download Our Top 10 Checklist: Key Areas to Consider when Selecting An Outsource Call Center Partner!


Download Checklist


Recent Articles