Everest Group

SEPTEMBER 14, 2023

Johannesburg As South Africa’s largest city, Johannesburg presents a substantial English-speaking talent pool, making it an advantageous hub for contact center outsourcing with its diverse and skilled workforce.

Service 69

Service Impact Sourcing Contact Center Outsourcing Government 69

Blue Ocean

MARCH 19, 2024

When you are moving your customer support channels from one outsourcer to another, you can’t let the slow turning wheels of legal compromise your cut-over. Conclusion Transitioning your outsourced customer care program to a new partner doesn’t have to be daunting.

Outsourcing 59

Outsourcing Out-Tasking Collaborations Jobbing 59

Blue Ocean

MARCH 19, 2024

When you are moving your customer support channels from one outsourcer to another, you can’t let the slow turning wheels of legal compromise your cut-over. Conclusion Transitioning your outsourced customer care program to a new partner doesn’t have to be daunting.

Outsourcing 52

Outsourcing Out-Tasking Collaborations Jobbing 52

Blue Ocean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. But knowing what a green flag looks like is just as critical.

Outsourcing 59

Outsourcing Government Sales Collaborations 59

Blue Ocean

OCTOBER 21, 2024

Its worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep. But if that interaction also ends negatively, the customer support experience can become the straw that breaks the camels back.

Customer Service 52

Customer Service Sales Customer Support Service 52

Blue Ocean

JULY 15, 2024

Ensuring your customer support center is up and running, no matter what, is a daunting task that organizations must prepare for. Ensuring robust business continuity is in place for customer care is one way an outsourcer can help relieve the burden.

Outsourcing 59

Outsourcing Out-Tasking Nearshoring Offshoring 59

Blue Ocean

FEBRUARY 22, 2024

It’s human nature to focus on the red flags that pop up when you’re deep into the customer support RFP process. Here are a few green flag markers that help indicate that you’ve found the best-fit outsourced customer care partner. But knowing what a green flag looks like is just as critical.

Outsourcing 52

Outsourcing Government Sales Collaborations 52

Blue Ocean

JUNE 17, 2021

Ensuring your customer support center is up and running, no matter what, is a daunting task and the pandemic of 2020 made that clearer than ever before. Ensuring robust business continuity is in place for customer care is one way an outsourcer can help relieve the burden.

Outsourcing 59

Outsourcing Out-Tasking Advisory Nearshoring 59

Blue Ocean

JULY 15, 2024

Ensuring your customer support center is up and running, no matter what, is a daunting task that organizations must prepare for. Ensuring robust business continuity is in place for customer care is one way an outsourcer can help relieve the burden.

Outsourcing 52

Outsourcing Out-Tasking Nearshoring Offshoring 52

Blue Ocean

NOVEMBER 19, 2024

These steps and manual entry resulted in longer Average Handle Times, lower quality customer experience , and, sometimes, inaccuracies or errors in customer information. In today’s landscape of omnichannel customer support, efficient help desk optimization is crucial.

Data Entry 52

Data Entry Call Center Sales Reduced Costs 52

Blue Ocean

OCTOBER 21, 2024

It’s worth mentioning that many customer relationships can be saved even after a bad experience with the actual product or service, particularly if they choose to contact a customer service rep. But if that interaction also ends negatively, the customer support experience can become the straw that breaks the camel’s back.

Customer Service 52

Customer Service Sales Customer Support Service 52

Worldwide Call Centers

MAY 17, 2023

Empowering Your Customer Support Agents When it comes to customer support, employee empowerment is defined as allowing phone agents to make fast decisions — on the spot — in favor of the customer. By empowering employees, you will have happier customers. They think they will lose their jobs.

Customer Support 98

Customer Support Contact Center Outsourcing Call Center Outsourcing 98

Blue Ocean

OCTOBER 4, 2023

When one in five of your customers speak something other than English as their first language, providing bilingual customer support is critical. If mistakes, delays, or escalations happen because of misinterpretation, your customer loyalty—and your bottom line—is going to suffer. It’s our thing.

Customer Support 103

Customer Support Offshoring Nearshoring Contact Center Outsourcing 103

Worldwide Call Centers

MAY 17, 2023

Five Contact Center Outsourcing Mistakes The contact center is one of the most important departments in any organization. Contact center agents have the most direct connection with your customers, the people who ultimately determine whether your business succeeds or fails.

Contact Center Outsourcing 98

Contact Center Outsourcing Call Center Outsourcing Customer Support 98

Worldwide Call Centers

MARCH 16, 2023

Now ask your customers and they might tell you a lot about the culture based on their interactions with customer support. Luckily, there is always hope—and many times the call center is the best place to start improving your company culture. What’s the trick?

Call Center 52

Call Center Contact Center Outsourcing Customer Service Customer Support 52