Outsourcing

Contact Center Consultancy Assists Financial Services Leader in Outsource Selection

Posted on May 01, 2018 in Call Center Consulting • Call centre consulting • Outsourcing • Outsourcing • Press Release • Sourcing • The Taylor Reach Group

Call Center and CX consultancy, The Taylor Reach Group, will be assisting their client with Outsource vendor selection   TORONTO (PRWEB) May 1,2018 Customer Experience and Contact Center consultancy, The Taylor Reach Group Inc., (TRG) today announced that they will be assisting their client with Outsource Vendor Selection initiative. The client, a financial services leader, will […]

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The Coming Disruption of the Contact Center Outsourcing Industry

Posted on January 11, 2018 in Abandon rate • abandon rate • AHT • Average handle time • Call Center KPIs • Call Center Metrics • Contact Center KPIs • Contact Center metrics • Forecasting • Forecasting- WFM • KPIs • Outsourcing • Outsourcing • Service Level • Sourcing

By: Colin Taylor The Contact Center outsourcing industry is a significant piece of the customer service and support landscape. The US market size was estimated by the Everest Group at between $78 and $81 billion dollars annually. Each day millions of calls, emails, chats, SMS messages and social media interactions are handled by Contact Center […]

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10 Steps to Creating Great Outsourcing Partnerships

Posted on January 05, 2018 in Offshoring-Outsourcing • Outsourced Quality Monitoring • Outsourcing • Outsourcing • Sourcing • Uncategorized

  By: Peg Ayers, MBA, CCXP Outsourcing your Contact Center can be a scary proposition. You feel like you’re losing control. Whether you’ve been providing great service in-house or you’re making outsourcing part of your initial business plan, you can’t afford to let service slip. You’re trusting somebody else with your customers? What are you […]

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