The customer called with what they thought was a simple question. Ten minutes later, they ended the call furious with the company and its apparently defective product—and the customer service agent handling the call never had a clue.... Read More
“Thank you for calling Customer Support … how may I help you?” What follows that question could lead to someone bragging about your business. Or it could lead to a viral meme poking fun at what’s left of your reputation. That dilemma is at the heart of decisions about onshore outsourcing.... Read More
Malls may not be the popular destination they once were, but if you’ve visited one recently, one retail location was probably hopping: Lids. The Indianapolis-based athletic retailer operates stores worldwide, efficiently satisfying the demand for the latest ball caps and other team apparel.... Read More
If one of your company’s challenges is installing or servicing technical equipment in the field, I know at least one thing that’s been interfering with your sleep more often than usual. That one thing is staffing. More specifically, being able to respond to your customers’ needs for providing service at their locations. ... Read More
Fulfillment doesn’t simply refer to one of the key business process outsourcing services we provide. It also describes our objective in serving our clients. We create solid relationships by fulfilling not just their business objectives, but also by fulfilling their needs for problem-solving and their customers’ needs for confidence.... Read More
If one of the goals for your growing company is to offer significantly better customer service than your competitors, a great way to start is to study the companies that have become huge and successful in large part because of their own extraordinary customer service.... Read More
These days, when you think about staffing services, it’s no surprise if you don’t have much in the way of expectations. Companies reach out to staffing services when they have immediate needs for qualified people. Whether they’re trying to find help for a temporary project or just don’t have the time to go through the hiring process, they hope for a quick resolution.... Read More
Missing in most of the discussions about today’s tight job market is one of the biggest costs associated with employee turnover. It can take a while for new hires to reach full productivity, because there’s so much to learn.... Read More
Your business is healthy and it’s growing. The demand for your products or services is strong, and as word spreads about your advantages, your share of market keeps getting bigger.... Read More
Making the decision to scale to a new technology can be terrifying for companies. Their leaders recognize the longer-term advantages the new technology offers, but transitions are rarely as smooth or problem-free as they hope -- and each hard-earned bruise lessens their appetite for what’s available next.... Read More
