This is the second in a series of articles offering a guide to help your decision-making process. Read the first article here. Today’s global economy offers a world of call center location options that come with overwhelming amounts of data points for each country and city. So, how do you effectively evaluate call center locations […]
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Preparing a Roadmap to Best-Suited Cities The U.S., the Caribbean, the Philippines… today’s global economy offers a world of call center location options that come with overwhelming amounts of data points for each country and city. It’s easy to get lost trying to narrow the contenders list. So, how do you effectively evaluate call center […]
Are you confused by all the hype around Robotic Process Automation? Do you have nightmares of Alexa taking over your workplace and having to slowly shut her down like Hal from 2001: A Space Odyssey? According to Harvard Business Review, “A recent survey indicates that about half of the S&P 500 will be replaced over the […]
When evaluating call center companies, there are three main areas that mark a partner as trusted: industry and process expertise, relationship strength, and operational strength. Here are some buyer criteria and questions to ask to help you evaluate whether your potential provider hits the mark.
While chat, text, and social media are all the rage in customer service, consumers are actually turning back to voice as their favorite way to communicate with companies. The emergence of popular digital assistants like Google Home, Alexa, and Siri ignited this shift. Machines had long been the death knell of customer service – we […]
Call center outsourcing companies may appear all the same on the surface, so it’s important to tease out the differences. EPIC Connections has helped companies across many industries seamlessly navigate the outsourcing partner selection and RFP process, identifying potential contenders and narrowing the list at every step of the process. Here is an eight-point baseline […]