Tech & Software

Support agents of the next generation

Set the stage for happy agents and satisfied customers Support Agents of the Next Generation Determining what a uniquely great customer support agent and leader are for the next generation may seem like a challenge, but remember, let’s approach this with a growth mindset. What we think customer support agents do vs. what they should …

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Remote Revolution (Part 1): Unveiling the Origins of Remote Office

Unveiling the Origins of Remote Office Remote Revolution (Part 1) During the COVID-19 pandemic, businesses, including call centers and BPOs, closed offices for months. The need for a solution to keep economies running led to a shift in attitudes towards remote work. Some, like Connempathy, made it a permanent model, while others chose hybrid or …

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We Need Help: Staff Retention

We Need Help: Staff Retention We Need Help: Staff Retention Breaking down retention struggles starting with the following key areas: Commencing the year with escalating retention challenges What’s causing them in 2023? Take action: Strategies to mitigate the impact.Responsibility: If you’re in call center leadership, the inappropriate response to retention issues is denial. Today, by …

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Optimistically Outsourcing: Remote Tech Support

Optimistically Outsourcing: Remote Tech Support “Working from home and safely connected prevents virus infections from entering a network structure.” These words come from one of our top remote I.T. techs who manage to ensure ironclad network security all from a WFH (remote) office. Why hiring remote tech support equally or better than a physical in-house …

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Reduced Risks Sales with BPO Outsourcing

Reduced Risks Sales with BPO Outsourcing In our previous blog and newsletter we touched on Experience. Let’s now delve into how outsourcing to a remote BPO can reduce risks with sales! Quality assurance in outsourced sales agents Securing your data Improving tactics continuously Inside sales is an expert level trade. It benefits both the outsourced …

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Outsourcing Optimistically: Experience

Outsourcing Optimistically: Experience Outsourcing Optimistically: Experience Let’s get down to the truth regarding how crucial a great customer experience is when outsourcing to a BPO. How does customer experience enhance brand loyalty? Enhancing the customer journey Aligning experience internally to influence externally If your teams are not creating a first-class customer experience, your competitors will!  …

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Lasting Impressions: Exhibiting BPO Outsourcing integrity

Lasting Impressions: Exhibiting BPO Outsourcing integrity Too many have done away with outsourcing their support or otherwise contracts to BPOs in recent years. The first impression was usually great though. When that B2B partnership started with the client and outsource BPO, there was a mutual first impression of agreement. Does an agreement that we have …

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