News & Insights

An article by Howard Lax states that emotional bonding between companies, employees, and customers is more important to loyalty and success than performance metrics. It’s true that companies […]

The crew at Outsource Consultants recently held their mid-year strategic planning session at Arrowwood Resort in Minnesota! We spent the trip wrapping up our Q2 KPIs, strategizing for Q3, […]

A recent article by Ian Golding discusses customer-centric leadership. He believes that having a solid customer experience program is related to how customer-centric the leaders are at the […]

Companies use all of their resources in an effort engage people before they become customers. However, according to a recent article by Rob Krugman, companies often lose the […]

The goal of every company is to make money, right? Well, to a degree, it’s true. Companies need to generate revenue to thrive, however, it can be damaging […]

Voice of Customer (VoC) initiatives are strongly recommended and utilized at most, if not all, companies. Companies often send out customer surveys in hopes of gaining insights form […]

In his recent article, Ian Golding points out that communication is crucial if companies want to maintain a customer-centric environment. If you spend time and money to create […]

Agent training is one of the most important pieces of creating a successful contact center. However, a recent article by Elaine Carr raises an interesting point: sometimes more training […]

People learn and retain information differently, be it through listening, watching, or doing. It’s important to keep this understanding in mind when you’re trying to communicate business strategies […]

In a recent article, Jeremy Watkin tackles the topic of quality assurance. Depending on the amount of call center agents and the size of the quality assurance team, […]