How to Navigate and Implement your Outsourcing Contract

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 that implementation. That’s the heart of vendor management. When we work with the client, we eventually get to a contract that everyone is happy with. From there, we get it signed. And then that’s when the fun really starts. Throughout this conversation with Jeremy Hyde, the focus is on what happens after the ink dries [...]

By Neal Topf|2024-04-18T16:28:38-04:00February 28, 2017|Customer Experience|

I’m Listening

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

By Neal Topf|2024-04-18T16:18:22-04:00February 23, 2017|Customer Experience|

Quick, Change the Channel

Week before last, our client got hit with an adverse event. They placed an emergency call to us, asking that we scramble and immediately add channels. Our beautiful 30-day omni-channel roadmap was toast. […]

By Neal Topf|2024-04-18T14:57:13-04:00June 27, 2016|Customer Experience|

What Qualities Should Your Call Center Representative Have?

If you have partnered with or vetted the services of a contact center outsourcing partner for your business, it is important that you know the roles played by call center agents. To put it simply, these agents represent your business. Why? They serve as the point of contact between you and your treasured customers. They’re the ones who attend to client concerns and the very people that become advocates for your goods or services. With that being said, it is important that you work with a contact center that trains and screens their employees efficiently. [...]

By Neal Topf|2024-04-18T14:37:55-04:00January 14, 2014|Customer Experience|

HVAC Uncensored Podcast: What It Takes to Make It In HVAC

The HVAC Uncensored podcast, hosted by experienced HVAC professional, Gil Cavey Jr., covers a wide range of topics related to the HVAC industry. He covers technical issues, industry news, and business strategies, with interviews from other industry professionals sharing their experiences and insights. The podcast is aimed at HVAC professionals, including technicians, contractors, and business owners, as well as anyone interested in learning more about the HVAC industry. It provides a platform for open and honest discussions about the challenges and opportunities in this career. Gil takes an uncensored approach to not shy away from [...]

By Neal Topf|2024-04-16T12:35:24-04:00February 24, 2023|Customer Experience|

Answering the Top 5 Questions Googled About Customer Experience

The road map to enhancing your customer experience lies in the root of your customer’s wants and needs. The best way to identify that (or arguably, the only way) is getting into your customer’s perspective. By understanding their needs, preferences, and pain points, you can create a more personalized, engaging, and memorable experience that will keep them coming back for more. The same goes for our clients, the businesses and brands that partner with us to manage their customer experience. So, in this blog we’re answering the top 5 questions that people Google about customer [...]

By Neal Topf|2024-04-16T11:41:27-04:00March 28, 2023|Customer Experience|

The Do’s and Don’ts of Hiring a Customer Service Outsourcing Provider

If your business has never relied on customer service outsourcing, you might be wondering what to look for when evaluating different providers. Knowing what separates an outstanding contact center from the others may not always be clear during your initial search. Moreover, it’s easy to fall into the trap of selecting the first outsourcing provider on your radar because analyzing many options can be overwhelming, especially when you have other core work responsibilities. […]

By Neal Topf|2024-04-16T10:54:47-04:00July 15, 2019|Customer Experience|

Ensuring Customer Satisfaction: CSAT and Voice of Customer (VOC)

Find out why these 2 metrics are essential to understand your customers and improve your overall customer service experience Keeping track of customer feedback can be a difficult process. In this article, we want to tell you about the two principal methods used by companies, along with the different ways they can be set up. […]

By Neal Topf|2024-04-16T10:49:43-04:00February 9, 2022|Customer Experience|

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