Outsource Consultants' Blog

This Philly startup is using live video to enhance customer service calls - Tony Abraham (Technical.ly Philly)


The article by Tony Abraham of Technical.ly Philly, “This Philly startup is using live video to enhance customer service calls,” discusses a new mobile app, Livegenic, which enables customers to stream video from their phones directly to customer service representatives while maintaining the phone call. To read the full article, click the link below:

"This Philly startup is using live video to enhance customer service calls"



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The contact centre in 2015: what the future holds - Premier Technologies


The release from Premier Technologies, “The contact centre in 2015: what the future holds,” discusses a report by the company 3C Logic that gives four trends affecting call centers this year. A couple of these trends include virtual agents and customers with a preference for self-service. To read the full article, click the link below:

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Big Data Can Have a Big Impact on Customer Service - Todd Smekens


You may be confused on what Big Data can do for companies. One way Big Data can help is by examining a lot of information to help determine the best communication methods for customers. To read the full article by Todd Smekens, "Big Data Can Have a Big Impact on Customer Service," for a more in-depth explanation of how Big Data can help your customer service, click the link below:

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Happy New Year!

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Retailers: Provide Amazing Customer Service This Season

Multichannel Merchant recently posted an article about the mistakes retailers made in 2013 and how to prevent them this upcoming holiday season. A summary of that article is below:

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Before & Now: 5 Ways to Improve Success Measurement in the Call Center

Kunnect recently posted an article about the fast-changing benchmarks in the call center industry as well as in customer service. In the summary below, you’ll read about how to keep your call center and customer service tactics current to ensure continued employee and customer satisfaction.

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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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Cloud Better Than Your Contact Solution?

Cloud better than your contact solution? With more and more call centers making the switch to the cloud, those using an on-premise solution are left asking, “why?” Whether you’re starting your first call center or are considering the switch to a cloud solution, you’ll find that there are numerous advantages to leaving on-premise technology behind. In this article by Avoxi, we’ll talk about areas where a cloud-based call center will improve your business.

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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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