Executive Insights: 2007
As a thought leader in the home-based customer service industry, Alpine Access CEO Chris Carrington writes a monthly column on industry trends and ideas for TMCnet.
December, 2007
Top Five New Year's Resolutions for Better Customer Service
This time of year is always exciting for me. December gives us a chance to reflect on the last 11 months and take a critical look at what went right, what went wrong, and what we should work on changing for 2008.Read full article.
November, 2007
High Touch Industries Reap High Benefit with Home-Based Agents
Over the last few months, I’ve written a lot about selecting a home-based call center partner, what features and functionalities to look for, and how to know when it is time to consider outsourcing. These topics have spurred some great conversations and I’ve enjoyed getting to know more readers. And yet, I’ve realized there is one basic question I’ve failed to address: What types of industries are best suited for utilizing home-based agents? Read full article.
October, 2007
Why Do-It-Yourself Doesn't Work
According to the principles laid out by Geoffrey Moore in his book Crossing the Chasm, the home-based agent model is clearly in the early adopter phase. Creating a virtual call center, staffed completely with agents working from home, is definitely an innovative concept. And, although these centers have been providing quality service for over 10 years now, the concept still takes some explaining to new prospects. Read full article.
September, 2007
Go Green With The Help of Home-Based Agents
Most of us are concerned, on some level, about preserving the environment. Given the choice, we’d like to implement company policies that benefit the environment. However, many executives find it hard to justify the increased expense typically associated with preservation of the environment. Read full article.
August, 2007
Have No Fear: Home-based Agents Meet Highest Quality Standards
Let’s face it: the term “outsourcing” can strike terror in the hearts of those who thrive on control. Some managers are cautious about trusting the very heart of their business, customer service, to people they can’t see or touch. It’s a common but unfounded concern. In fact, virtual call centers guarantee quality in exactly the same way as traditional centers. Read full article.
July, 2007
Flexibility is Key to Sustainable Success
How will your business change over the next few years? How about over the next 10 years? Technology advancements continue to compress the timeframes in which change occurs and allow us to innovate at an astonishing pace. What this means for businesses today and in the future is difficult to predict. What I do know is that to achieve sustainable success business executives must implement strategies and forge partnerships that are flexible and adaptable. Read full article.
June, 2007
Keep Your Holidays Happy and Bright with Skilled, Seasonal Staff
According to the National Retail Federation (NRF), retail sales during the months of November and December normally account for 25 percent to 50 percent of a retailer's annual sales volume both online and in traditional stores. Handling a dramatic increase in demand can be stressful, yet a solid performance often will determine the success or failure of an organization. Using qualified, skilled agents who are also knowledgeable about your company is essential for seamless operations during this critical holiday period. Read full article.
May, 2007
Agents as Employees - A Key Factor in Choosing the Right Partner
Does your outsourcing partner hire agents as employees or contractors? If you are currently outsourcing or in the process of selecting an outsourced service provider, it’s a critical question to ask. Read full article.
April, 2007
The Virtual Call Center: A Look at How Technology Makes it Possible
One of the major accomplishments of the outsourced customer care industry over the past two decades is convincing progressive executives that outsourced agents provide equal or better service to their in-house staff. There are still many organizations that continue to feel comforted by having their customer care staff on premise. That is, until those executives learn how technology now makes it possible to create an exact replica of a company’s call center organization in a virtual environment. Read full article.
March, 2007
Conveying Culture Through Calls
When talking about Alpine Access’ home-based agent model, I frequently get asked if outsourced call center agents can be trusted to communicate a company’s culture as effectively as in-house staff. When agents are scattered across the country, can they provide premium customer service in a way that accurately reflects a client’s values and beliefs? Read full article.
February, 2007
The Total Value of a Home-Based Outsourcing Partnership
As a corporate executive or decision-maker within an organization, assessing the home-based contact center model and determining the potential value and financial impact it can deliver to your company can be a challenge. Read full article.
January, 2007
Ten Business Reasons to Consider Home-Based Agents
By now, you’re probably familiar with the basics of the home-based contact center model. You may have heard that there are cost-savings to be recognized from using agents working from home, or that using home-based workers is a nice alternative to sending calls offshore. Read full article.