Let's break down what outsourcing IT support really means and weigh the benefits of outsourcing technical support against the potential risks.
No matter the industry, one thing is universal—businesses are always looking for ways to work smarter and cut costs. And one of the most popular ways to do both? Outsourcing customer service.
Discover how real-time agent assist, continuous QA, and smart escalation tools empower your team to excel from day one—while opening up exciting new career paths.
While product quality and competitive pricing matter, modern customers are increasingly drawn to companies that demonstrate honesty, empathy, and consistency at every turn.
From setup to optimization, these chatbot best practices will help you streamline CX, enhance efficiency, and improve customer satisfaction.
Successfully managing live chat support in-house can be extremely complicated and demanding, especially during peak seasons or for businesses with a global reach.
Hiring great customer service agents is one thing, but making sure your support team is set up to operate like a well-oiled machine long-term is an entirely different challenge, and that’s where customer service training comes in.
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With more businesses running online and more workers doing their jobs from the comfort of their homes, how has the role of customer service changed? Or rather, how should it change as we move forward?
With nearly every market becoming saturated with endless options and closely competing offers, customers now have more power over your business’s success or failure than they’ve ever had before.
You're not alone: choosing a BPO is notoriously hard and the stakes are high. We built this guide to help you navigate the fragmented and frankly confusing world of outsourcing so you can find a partner that can deliver.
Learn which customer service metrics to track, how to calculate your team’s scores for each one, and how to help your associates improve upon them.
The purpose of measuring ASAT is to proactively identify risks such as burnout or lack of engagement, and ensure the team is happy doing the work they’ve been hired to do.
