by Stephen Ferber | Apr 30, 2015 | Blog, Outsourcing
By: Tracy Thompson If you read my earlier post, you have a basic understanding of the information you need to gather to start your search for an outsourced call center provider. Now let’s think about some of qualities you should look for when selecting the right...
by Stephen Ferber | Apr 21, 2015 | Blog, Consulting
Is it idealistic to expect a cohesive, collaborative relationship with your client/vendor? by: Cheryl Gunn The vendor/ client relationship can be like an episode of ‘Dancing with the Stars’. You either glide together seamlessly and beautifully across the floor, or...
by Stephen Ferber | Apr 19, 2015 | Blog, Consulting
By: Tracy Thompson You know the feeling. Your heart beats a little faster. You lose all sense of time. You can’t think of anything else from the moment you wake up until you go to bed. You can’t wait to go to work. You have passion for what you do. “No one likes their...
by Stephen Ferber | Apr 15, 2015 | Blog, Outsourcing
Don’t Buy Cowboy Boots if You Need to Run a Marathon by: Tracy Thompson Quora is a fascinating website that is part education platform, part newsfeed, part social experiment. A few days a week I will take time to visit the site, learn something new and possibly answer...
by Stephen Ferber | Apr 14, 2015 | Blog, Outsourcing
By: Jon Hamilton In the BPO business we often think we need to be the lowest bidder to win the next RFP and continue to grow our businesses, but do we? Obviously, John Glenn was joking (I think) when he said “As I hurtled through space, one thought kept crossing...
by Stephen Ferber | Mar 16, 2015 | Blog, Outsourcing
There is no disputing that the most significant ongoing expense of any call center operation is tied to the cost of the agent. By: Stephen Ferber Agent Hourly Rates – The “Initial Discussion” How many times have you been privy to a discussion where one person says to...
