Every company longs for a better customer service experience, so they try to improve how their call center agents communicate with their callers. But are those changes beneficial? Are they based on proven strategies? The answer should be “yes,” but that is often not the case—many...
Business outsourcing is the practice of hiring an organization outside your company to perform a service or create goods. This is usually done as a cost-cutting measure, but it also allows companies to work with experienced professionals in a specific service niche. That’s why outsourcing...
How do you find the right candidate for a job? Between labor shortages and the shrinking labor force, that’s the question most companies are asking right now. So what can you do to find the right people? First, let’s address the common shortcomings of some...
Depending on how detailed you want to get, there can be any number of customer journey stages. But to simplify things, let’s start with the basic three phases people go through to become a customer. 1. Acquisition Acquisition refers to the first time a person becomes aware/interested...
Normally, outsourcing your customer service to ClearSource BPO means we will handle the entire process. But some companies worry that means they lose total control of their customer experience—something many larger brands can’t afford to do. While ClearSource is dedicated to quality, we want you to...
Years ago, we hired our dream employee. We believed they would perform above and beyond the expectations of a usual call center agent. But after a year, this employee wasn’t performing as well as we hoped. We sat them down to discuss their performance and found...
Too many companies think they can do it all by themselves. They get a research and development team, a marketing team, and a customer support staff so they can keep everything in-house. While this is certainly an achievable goal if you have the resources to...
Some callers seem impossible to please. But that’s never truly the case—call center agents probably just don’t know enough about the caller to adequately assess and solve their problems. This often stems from a failure to connect on a personal level. Of course, it’s incredibly difficult...
At ClearSource we believe all of our employees deserve to be happy and healthy. But how do we maintain this goal in an industry with horribly high turnover rates? With our refined agent performance evaluation strategy. Find out how to evaluate call center agent performance in...
Learn Why Good Employees Leave Their Jobs In conversations with other business leaders, a common concern out there is the fact that unemployment rates are so low that it’s easy for people to find a job anywhere. And so the question becomes, I’ve got really great...
