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INTERACTION IS ABOUT SHARING IDEAS

Employee Engagement in Call Center Operations

In this age it isn’t difficult to find an answer to a question. Information is everywhere. It’s plentiful. Some might say ‘overwhelming’. Type in How to increase Employee Satis… and Google does the rest for you, with you watching as it finishes your ...

Customer Service Outsourcing | Integrating Client Company Culture

  To outsource or not to outsource, that is so often the question. Most business people know by now that it doesn’t have to be a scary one. You can pass a process, or part of a process, to a customer service outsourcing partner, balancing your ...

Call Center Outsourcing | 5 Benefits of Ireland

  Ireland, although a small country, enjoys a lot of attention from international companies, for example, Google, LinkedIn, DropBox, Facebook, to name a few. It’s a hotspot for any international corporation looking to expand into the multilingual ...

Contact Center Operations | Mental health of staff

  “Health is a state of complete physical, mental and social well-being and not merely the absence of disease or infirmity.” World Health Organisation. The stresses and strains of modern society can put a lot of pressure on people and it can have ...

Insight into Customer Experience (CX) implementation

In the past couple of years every sector in the business spectrum has been discussing, analysing and promoting what is simply called Customer Experience aka CX. The web has been literally inundated by newly born - and mainly self-proclaimed – CX ...

Business Continuity for Call Centers in a world of Climate Change

The recent polar vortex covering USA and Canada would have been very challenging for business continuity! How can call centers manage business continuity in an era of unpredictable and severe climate change? Severe weather impacts transport In the ...

How to deliver effective contact center training programs

The Interaction blog has been inactive for a couple of years, so I am delighted to present our first re-launch article. Watch this space in 2019! When creating a contact center training program, what you must keep in mind is that every person learns ...

Outsource Billing | Puzzle of the Week

You are planning to outsource billing operations and you are in a good position. You have analysed all the activities and unit costs and you know that it currently costs €14.00 to issue each monthly bill to a customer. You have shortlisted two ...

Customer Management Services | Effective outsourcing Transition tips

In the last three blogs I have taken readers through three stages involved in contracting an outsourcing company. We have looked at the strategic assessment of a decision to outsource, the due diligence required when evaluating proposals from ...

Inbound customer service | Performance Metrics for your outsource SLA

  In my last blog we covered the due diligence steps managers can take when evaluating bids for an outsourced telemarketing contract. This time we look at outsourcing your inbound customer service operation. Here are a list of basic metrics for ...

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