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multichannel call center
omni-channel

Is There a Difference Between Multichannel and Omnichannel?

The multichannel versus omnichannel debate obscures the intent behind these words Many businesses talk about communication channels. While the telephone remains the default channel for most business communications, businesses shouldn’t dismiss other channels as trivial. Certainly, email leads the way as another way to communicate. It’s the preferred method for an increasing number of folks.

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24-7 call center

Does Your Contact Center Provide an Exceptional Customer Experience?

Customer experience should guide all that a contact center does Customer experience (CX) is more than a slogan or hot buzzword for customer service excellence. Instead, it’s a mindset, guiding everything a contact center does. What is customer experience (CX)? Customer experience is the cumulative result of all interactions between a customer and a company.

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call answering service center
Contact Center

Understanding Outsourcing and Offshoring

Hiring other firms to help you work more effectively and increase quality is good business Wise business managers know the value of outsourcing and how it enables them to cost-effectively offer more to their customers for less. However, many consumers are wary of the practice, but this is because they confuse outsourcing with offshoring. While

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Contact Center Agent
customer service

How to Create a Customer Service Culture

As every business owner and manager knows, great customer service doesn’t just happen, it’s nurtured and cultivated, examined and refined. But you can’t deliver great customer service without a culture that supports it. Simply put, if you don’t make customer service a priority, employees won’t be inspired and motivated to work to improve it. The

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insurance claims outsourcing
FNOL

How to Customize your FNOL Processes

Don’t Try to Force Your Business Processes into a One-Size-Fits-All Outsourcer Box There are many advantages to outsourcing your first notice of loss (FNOL) calls to a call center that specializes in this work. However, outsourcing to the wrong call center can produce extra work for your team and cause frustrations for your policyholders. This

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outsource call center

How to Evaluate a Client Portal

A client portal is an invaluable tool for companies outsourcing contact center functions. By providing a two-way flow of information, clients can more easily collaborate with vendors for stronger partnerships, while simultaneously benefitting from reduced overhead and streamlined processes. When evaluating a contact center service provider, it’s important to understand the capabilities of its client

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inbound call center
BPO

What to know about BPO

The idea of one company providing services to another company is as old as industry itself. In fact, it’s a fundamental part of logistics and supply-chain economics. At its most basic, business process outsourcing (BPO) is a subset of the broader concept of outsourcing. More specifically, BPO is the contracting of non-core business functions and

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live answering service
Contact Center

3 Reasons Why You Can’t Ignore Agent Attrition

The job of a contact centre agent is notoriously stressful, which is one reason why the industry has an employee turnover rate of approximately 33 percent (some estimates are as much as 45 percent). Although not as high as retail or food service (67 and 62 percent respectively), center leaders across sectors cited agent turnover

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telemarketing call center
outsource call center

Considering the Pros and Cons of Outsourcing

According to new research by Radiant Insights, the global outsourced customer care services market is forecast to exceed $84.5 billion by 2020, which means you can’t ignore its impact on your – and your competitors’ – business. If you’ve been considering outsourcing front- or back-office processes, whether customer care services, payroll, sales and marketing or

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Industry Awards and Affiliations

Ready to start your next outsourcing project?

Ansafone’s expertise in the contact center industry can help you identify the multichannel customer engagement strategies that will boost client satisfaction and retention rates. Contact us at (800) 510-0514 for an in-depth consultation on how to strengthen your customer communication plan with a multichannel strategy.

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