Why Cooperation Between Channels Means More Market Share in Pharmaceuticals
In-person sales can be enhanced through collaboration with telephone sales, and organizations can overcome political opposition by focusing all departments on the goal of increasing market share.
How To Ensure Contact Center Agents Offer Top Customer Experiences
Check out these best practices in hiring, training and evaluating agents to ensure quality staffing at your contact center— ultimately putting customer experience as the top priority.
Through-Sourcing: How to Outsource Key Business Functions with Confidence
Using a knowledgeable team of employees already familiar with the brand, through-sourcing presents the opportunity to reduce costs, increase efficiency and maintain control of outsourced functions.
Outsourcing Customer Care Myth #5: All Vendors Are The Same
Cost is always a concern when outsourcing, but start your search process by setting cost factors aside. Identify the components of your customer care program that are absolute musts.
Customer Service Myth #4: I Can Only Outsource Simple Processes
Work with an outsourcing partner with broad coverage types and deep industry expertise, who will utilize extensive knowledge and best practices around handling all types of customer care challenges.
Customer Service Myth #3: I Can Achieve Better Results In-House
A quality customer care partner will operate as a highly-focused extension of your team, providing customer care expertise and experience that improves upon the results you are currently achieving.
How to Maintain Quality and Control with a Contact Center Partner
We've already debunked Myth #1 about outsourcing customer service, but let's not stop there. This post examines Myth #2: I'll lose quality and control of my program.
5 Myths on Outsourcing Customer Care...And How to Choose a Reliable Contact Center Partner
Some of the most-loved brands across industries outsource customer care with great success. The negative image of customer service is the result of several of myths—which we'll bust in this series.
3 Components of Best-in-Class Social Support
Social media has become one of the BIG THREE customer service channels—especially in B2C—joining phone and email to form the triad of support modalities. But customers have high expectations,...
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