Delivering great support is often a game of inches. Small, incremental changes that improve customer support interactions compound over time. The impact of making a
Many organizations hesitate to use outsourced customer support because they think it takes a long time to recognize value. So they keep handling support in-house
According to IDC research, 30% of customer retention is due to low prices, while 70% is due to good or great customer service. Therefore, it
Understanding Business Process Outsourcing Business Process Outsourcing (BPO) is a way to contract another company or individual to perform a business process for you. It
First reply time, or FRT, is key to starting a customer support engagement off on the right foot. When a customer needs help, they may
Customers now expect to contact the brands they buy from on their own terms. Gone are the days when a single email address or 800
