It is a ton of work to rip out an existing BPO partner and replace it with another, but it's often the right move. Read our guide on the five best ways to structure the move.
That first interaction with a barista can set the tone for the rest of your day. Walking into my local coffee shop and realizing my usual barista, the one who knows all my quirks isn’t on shift is definitely a nightmare.
Discover how customer support triage brings order to the chaos—so your team can respond faster and smarter while focusing on what really matters.
While experiences of this global pandemic vary between (and even within) industries, we can all find grounding in the number of powerful lessons we are being exposed to.
Being a customer is a pretty universal experience. So if we all do it, why are we so often disappointed by the customer experience we receive?
Any kind of company can use the principles of observation and shared responsibility to create the kind of customer experience that other businesses envy and that will keep your clients coming back for more.
Onshore outsourcing involves contracting third party workers that are located in your country. Consider these points to make sure it’s right for your business.
Remote work is more popular than ever but is also new to many. This article shares tips for healthy remote work habits.
In this post, we’ll explore how to effectively manage customer service on social media and how you can use these platforms to enhance your brand's reputation, create a community, and foster customer loyalty.
Most companies undertake outsourcing as a means of achieving a specific business objective — including cost reduction, faster scaling, access to non-core expertise, and more. They select an outsourcing vendor who promises to fulfill these objectives and then negotiate a contract.
I hear this all the time, from startups, emerging companies, and even F500 businesses: we don’t need to talk to our customers, they are happy with chat, email, or any one of our self-service options.
The COVID-19 outbreak and the economic instability it triggered has touched every sector of the tech industry.
