Empowered Agents, Happy Customers

Forging a good vendor management contract is only the start. The challenge is in implementation. By itself, a contract is only a lot of words on paper. What counts is how the vendor implements it, and how the client oversees [...]

An apparel retailer tapped us for extra help, including e-commerce customer care, during the holiday rush. In just 60 days, we outperformed their other center on QA scores and other metrics. […]

The single best piece of advice I’ve ever received, and the four C’s that shape how I interact with clients and prospects. […]

A good customer service outsourcing contract spells out what success looks like, but can also become more flexible as customer support needs change. […]

Within 30 days of hiring Callzilla, a commercial lender saw big changes in its speed and accuracy. Here’s the story. […]

A company puts a lot on the line when it hires a contact center outsourcing partner. It’s not a commodity service, where one vendor is as good as any other. A great contact center makes the client look great, and [...]