Empowered Agents, Happy Customers

Cost and quality go hand in hand when deciding whether or not to outsource a piece of your business. In our Complete Call Center Outsourcing Guide, we discuss outsourcing in general, and the different types of outsourcing: Onshore, Offshore, and [...]

Reflecting on 2020, no one expected this past year would change so many things in our lives! That’s what we first agreed on when I sat down to talk with Vanessa Trujillo about her experience as an agent during these [...]

A call center and contact center should communicate with customers pre-transaction, during transaction, and post-transaction, to answer questions and resolve problems. Call Center outsourcing services should alleviate headaches, remove operational and financial constraints serving customers, and most importantly should offer [...]

Top Call Center Outsourcing Companies understand that the location of their sites is critical. The ability to attract and hire experienced talent for front line as well as lower, mid and senior management positions dictate a contact center’s ability to [...]

Customer Service outsourcing is both an art and a science. Outsourcing customer service does not alleviate all problems and can easily create additional problems if not planned correctly. This post will share what is important to know before working with [...]

Speech Analytics is the future of quality monitoring for Call Centers, and Callzilla is jumping right in! We have partnered with Observe.AI to automate tedious quality assurance tasks and receive faster actionable insights on a broader spectrum. Observe.AI performs a [...]