Contact centers have become commonplace in business today and are essential tools in the customer service arena. Without the proper contact center protocols in place, your company could wind up with dissatisfied customers and/or be missing opportunities to cultivate relationships and expand revenue. As businesses have expanded and technology and service models have adapted, outsourcing contact centers or the technology to manage them has become the most efficient and effective solution for many businesses.
As with anything in business today, there are options available in contact center management that can make it easier and more effective to outsource a large volume contact center than it might be to manage it in house. Customer service needs are extremely high and consumers expect higher levels of service and attention than ever before.
Contracting with a service provider that specializes in customer service and contact center needs can alleviate some of the hassles associated with management of a contact center and add a higher degree of efficiency and efficacy to your contact center operations. There are two distinctly different methods in approaching contact center management through outside providers.
Most everyone is familiar with the concept of outsourcing contact center operations to a staffed contact center provider. This arrangement essentially allows you to dictate the specifics of your needs and have a third party provider answering and making the calls on behalf of your company.
Another approach to this issue can be to outsource the technological side of your business’ contact center management. This arrangement would leave your business with control over the management of the contact center itself, but would allow for a separate entity to oversee the systems associated with it.
Generally speaking, many companies find that outsourcing at least a portion of their contact center operations is more efficient and cost effective in the long run. Choosing the correct method of outsourcing for your business is usually a matter of deciding on the specifics of your contact center operations and finding the option that allows you the most flexibility.
Together, technology and the connective power of the internet are making drastic changes in what a typical work setting looks like today, and many companies are beginning to rely more upon a remote workforce. In fact, according to Global Workplace Analytics, “regular work-at-home, among the non-self-employed population, has grown by 105% since 2005.” more
Did you know that, according to Forbes, 86 percent of customers will pay more for a better customer experience? Customer satisfaction is always a worthy business pursuit, but to identify customer preferences and exceed expectations, you must keep pace with innovations in the technology your customers are using. more
Creating a great customer experience for each person who reaches out to your customer support center is vital to developing a loyal and ravenous customer base for your business. In fact, according to Walker Information, Inc., “By 2020, customer experience will overtake price and as the key brand differentiator.” more
With the ever-proliferating number of contact center software vendors, it can be difficult to determine which software application is right for your business. This guide for 2017 includes information about eleven top contact center vendors, including information on pricing, features, and strengths and weaknesses. more