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Empowering Your Customer Support Agents When it comes to customer support, employee empowerment is defined as allowing phone agents to make fast decisions -- on the spot -- in favor of the customer. It is critically important for organizations to give customer support agents the power to make decisions without...

Business is Booming? Time to Outsource! When business is booming and call volume is increasing, you may find that dedicating more call center agents to handling customer contact has an adverse effect on your fulfillment or production operations. Although the phone ringing is often a positive sign, high call volume...

Five Reasons to Outsource Your Customer Support Business is growing and your management team is balancing customer satisfaction with maintaining margins. Your goal is to provide effective customer support to your customers while keeping your costs low. Whether via phone or online, you want your customers to get great 24/7...

Consulting | Call Center Broker Hiring a call center broker can help you find the best possible call center agency while minimizing risks and maximizing the odds of success. A consultant can save time and help locate a service provider that meets your specific needs and expectations. Another advantage of...

The Best Applications for Low Cost Call Centers Many companies have considered using low cost call centers in India, Pakistan, The Philippines, Eastern Europe or Latin America.  We work with dozens of agencies in these countries and they can do a great job on various types of work.  However, they...

Great Culture = Great Customer Experience   Corporate culture is often difficult to understand and even harder to control. A dysfunctional culture in your call center almost ensures that your employees will be looking for the door with your customer experience suffering in the process. Your newest employees often have...