Outsourced social media customer service has rapidly become one of the most strategic investments for companies that rely on fast-paced digital engagement. As customer expectations rise and social ...

Collaboration in business is escalating faster than ever. Seeking help from third parties is now a very common strategy that companies use to scale up their business and pursue new opportunities in ...

As your business grows, so too will the customer support tickets, making it critically important that you scale your support team alongside your customer or order growth. Why? Because customer service ...

Outsourcing customer support can be a strategic move for businesses seeking to enhance their service quality while managing costs. Removing the overhead for training and employing staff for customer ...

Marketing teams use “personas” – detailed description of your customers – to design products, publicity campaigns and more. See how you can use Personas to deliver an improved customer experience. In ...

Outsourcing is often great for business but it can offer challenges. Learn how to find the right partner to help you grow your company.

Outsourced customer service operations can cost almost a third more than those retained in-house, according to a new study by Gartner. The research found that outsourced operations are 30 percent more ...

Patricia Seybold Group. “Cross-channel, cross-lifecycle operational requirements. What types of products do you need to deliver a comprehensive customer experience?” Gartner Group. “The myths and ...

My previous articles in this column have explored the ways in which many marketing organizations are trying to better understand their customers by combining traditional market research with new ...

Shopify has hired dozens of outsourced customer-service representatives in recent months. These contractors help merchants troubleshoot issues on their online stores. The outsourcing came after ...

If you’re planning to outsource some (or all) of your CX operations, what should go into finding a partner? According to a recent TELUS International survey, 84% of enterprise technology executives ...