News & Insights

Turnover is very high in many call centers. The environment can be chaotic and the demands on agents can be very high, leading many to get burned out […]

In a recent article, Mariia Aleksandrova discusses why it’s important for companies to serve their customers on mobile platforms. Highlighted are several reasons that include amount of time […]

A recent article by Ryan Kh discusses how Customer Loyalty Index can be used to measure companies’ effectiveness in providing service that retains customers. After seeing loyalty scores, […]

Are your surveys biased? In a recent article by Martin Powtan, a critical point is made that biased surveys can produce useless responses. The following are ways Powtan […]

In a recent article, Luke Williams examines the following concepts to help companies improve their customer experience: Digital Feedback and Measurement Finding Key Drivers and Root Causes Role-Specific […]

Do customer surveys matter? Are they still useful, or do customers get tired of them and ignore them or answer dishonestly? In a recent article, Martin Powton discusses […]

The process of selecting the right cloud-based call center software solution is lengthy and time consuming. A Google search, colleague referral, and a few phone calls to vendors […]

This week has been special for Outsource Consultants. For the first time since the summer of 2017, everyone in the company has been reunited in the same location! […]

In a recent article, Ganesh Mukundan discusses the impact a Voice of the Customer (VoC) program can have on a business. If companies aren’t seen an increase in […]

In a recent article, Daniela Puzzo discusses the importance of call center agent training (both initial and ongoing). However, she takes a unique approach to the concept by […]