Factors to consider when outsourcing your call center: Part 2 In this article, we will address additional factors to consider, such as the representatives’ experience, the company’s range of services and their representatives’ capabilities. (Read More) What are your customers hearing when your agents use a script? While there may be some benefits to using a script, customers often don’t see the purpose in them. (Read More) Five keys to improving the customer experience: Leverage customer insights from across the enterprise In this final part of the series, we look at how leveraging customer insights from across the enterprise can improve your contact center and create a better customer experience. (Read More) Five keys to improving the customer experience: Optimize your workforce Businesses must optimize their workforce to improve their service efforts and enhance the customer experience. (Read More) Five keys to improving the customer experience: Put the right systems and infrastructure in place Today we are focusing on the systems and infrastructure required to communicate effectively with your consumers. (Read More) Five keys to improving the customer experience: Embrace multi-channel engagement Companies have to increasingly concern themselves with the integration of multi-channel customer communications. (Read More)