Contact Center

  • 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 means 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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  • Chatbots Are All the Rage—Here's How to Train Them

    Chatbots Are All the Rage—Here's How to Train Them

    Anubhav Mishra, Head of Connected Customer Experience for Americas at Wipro Ltd., builds and trains chatbots. Here, he provides an overview on how to train them.

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  • Contact Center: Professional Sports League Upgrades Support Team, Technology

    Contact Center: Professional Sports League Upgrades Support Team, Technology

    This professional sports league’s streaming service now responds to customers faster than ever and resolves more problems in real time.

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  • How to Give Your Customers the Support Experience They Really Want

    How to Give Your Customers the Support Experience They Really Want

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  • Contact Center: Restaurant Chain Improves Satisfaction with Modern Customer Support

    Contact Center: Restaurant Chain Improves Satisfaction with Modern Customer Support

    Since launching their contact center solution, this quick service restaurant (QSR) has seen a 31% leap in customer satisfaction (CSAT), justifying a 15% headcount increase to the agent team.

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  • Contact Center: FLEETCOR Drives Fuel Card Sales, Usage

    Contact Center: FLEETCOR Drives Fuel Card Sales, Usage

    With Harte Hanks' contact center solution, FLEETCOR generated sustainable performance improvement against all success metrics. The new approach also created a scalable platform for future growth.

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  • Insurance Provider Improves Inbound Contact Center, Sells More Plans

    Insurance Provider Improves Inbound Contact Center, Sells More Plans

    Since launching its new contact center, this insurance provider continues to grow its business in MA and ACA plans, achieving impressive customer satisfaction and abandonment rates.

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  • Mapping a Better Customer Experience for Contact Center

    Mapping a Better Customer Experience for Contact Center

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  • 3 Components of Best-in-Class Social Support

    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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  • Enhancing customer experience through contact center

    Enhancing customer experience through contact center

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  • Satisfy customers. Grow their loyalty.

    Satisfy customers. Grow their loyalty.

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  • Smart. Successful. Interactions.

    Smart. Successful. Interactions.

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