American Support, a US-based contact center outsourcer, initially employed an on-premise contact center system for outbound calls and a cloud solution for inbound calls. In this video, Matt Zemon, President & CEO of American Support, describes how moving to a single, blended cloud solution from Five9 saved the company time and money while improving agent productivity, post-call processes, and capacity for future innovation. Continue reading
Customers want answers, and, increasingly, they are asking more complicated questions using a variety of devices. Over the past 10 years, the demand for multichannel support (via email, chat, social, phone and text) has surged as customers have incorporated the latest technological options into their daily lives. Basic customer care now often requires more qualified agents who can solve complex problems, along with robust contact center software that can support multiple communication channels.
In response, contact center outsourcers have been increasingly turning to remote and at-home agents. Contact center outsourcers are striving to differentiate themselves based on their ability to hire and retain the most highly skilled workforce in the customer care field. Managing this workforce has traditionally been a challenge, but outcome-based reporting has shown a great deal of promise in removing much of the uncertainty. Continue reading
Businesses know that superior customer service translates into higher customer retention. Faced with the significant resources required to offer high quality customer service, businesses often turn to contact center outsourcers to help them navigate the technical and staffing challenges associated with the delivery of great customer service.
With a unique business model, contact center outsourcers greatly benefit from leveraging Continue reading