Contact Center

  • Why Cooperation Between Channels Means More Market Share in Pharmaceuticals

    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.

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  • How To Ensure Contact Center Agents Offer Top Customer Experiences

    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.

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  • 3 Steps for Cool-Headed Insurance Marketing in a Breakneck World

    3 Steps for Cool-Headed Insurance Marketing in a Breakneck World

    A confluence of events is altering how consumers choose insurance. We’ve found three disarmingly straightforward marketing practices to roll with these changes.

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  • Digital Streaming Support: Solution Overview

    Digital Streaming Support: Solution Overview

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  • 5 Myths of Outsourcing Customer Care

    5 Myths of Outsourcing Customer Care

    The negative image of customer service and support is the result of a variety of myths about outsourcing. Find out how these myths are dispelled.

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  • Customer Support Channels to Master in 2018

    Customer Support Channels to Master in 2018

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  • Who Will Be the First to Master Video Customer Support?

    Who Will Be the First to Master Video Customer Support?

    Video as customer support is a deceptively demanding channel. And because it's relatively early on in the gestation, many businesses haven't figured out how to use video to its full potential.

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  • Through-Sourcing: How to Outsource Key Business Functions with Confidence

    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.

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  • Harte Hanks Featured Vol 7 Feb 2018

    Harte Hanks Featured Vol 7 Feb 2018

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  • 5 Tips on How to Master Knowledge Base Customer Support

    5 Tips on How to Master Knowledge Base Customer Support

    If you’re able to answer customer questions readily in what more frequently is becoming the channel of choice (web knowledge bases) you’ll be able to reduce costs while also satisfying the customer.

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  • 3 Customer Support Channels You Need to Master in 2018

    3 Customer Support Channels You Need to Master in 2018

    Brands should be sure to master well-established customer support channels before moving on to new and impressive technologies.

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  • Customer Support Channels to Master in 2018

    Customer Support Channels to Master in 2018

    Before moving into new and impressive technologies to improve support and customer experience, brands need to master well-established channels like social, video and web-based support first.

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  • 5 Signs Your Contact Center has You in a Cookie Cutter

    5 Signs Your Contact Center has You in a Cookie Cutter

    Going with the biggest contact center doesn't always mean it's the best. Find out if your contact center has you stuck in a templated approach.

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  • Benefits of a Boutique Contact Center (vs. the Big Guys)

    Benefits of a Boutique Contact Center (vs. the Big Guys)

    Boutique contact centers are nimble, flexible and innovative. Partnering with this type of support organization offers your brand some powerful benefits.

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  • Outsourcing Customer Care Myth #5: All Vendors Are The Same

    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.

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  • Customer Service Myth #4: I Can Only Outsource Simple Processes

    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.

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  • Customer Service Myth #3: I Can Achieve Better Results In-House

    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.

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  • How to Maintain Quality and Control with a Contact Center Partner

    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.

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  • 5 Myths on Outsourcing Customer Care...And How to Choose a Reliable Contact Center Partner

    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.

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  • Panasonic Business Increases Sales Pipeline by 78% with B2B Contact Center Solution

    Panasonic Business Increases Sales Pipeline by 78% with B2B Contact Center Solution

    Panasonic Business in an effort to consolidate multiple international business developments sought to find a single agency that could generate high-quality leads with native speakers in each country.

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