Collaboration in business is escalating faster than ever. Seeking help from third parties is now a very common strategy that companies use to scale up their business and pursue new opportunities in ...

Outsourced social media customer service has rapidly become one of the most strategic investments for companies that rely on fast-paced digital engagement. As customer expectations rise and social ...

My previous articles in this column have explored the ways in which many marketing organizations are trying to better understand their customers by combining traditional market research with new ...

As your business grows, so too will the customer support tickets, making it critically important that you scale your support team alongside your customer or order growth. Why? Because customer service ...

The Quality Management Summit & Awards is one of India's leading platforms for recognizing excellence across industries.

When Jonathan Steiman co-founded Peak Support in 2015, he wanted to fill the gap in providing support solutions for high-growth companies. At the time, outsourcing providers only targeted large ...

Outsourcing customer support can be a strategic move for businesses seeking to enhance their service quality while managing costs. Removing the overhead for training and employing staff for customer ...

The mention of “outsourcing” in customer service brings up an image of a giant call center, in a foreign country, packed with people who work in 12-hour shifts. Companies partner with these centers to ...

Your clients might not demand 24/7 customer service yet, but they’re certainly hoping for it. But how can a startup with a lean staff provide round-the-clock customer care? There are several options ...

The tempo of IT outsourcing is growing rapidly. For example, the revenue of the European outsourcing market has grown by more than 12% in the last four years. This means that outsourced solutions are ...

In 2013, TOMS made a terrible mistake: We outsourced Customer Service. Like the Portland Trailblazers selecting Sam Bowie in the 1984 NBA draft, TOMS’ outsourcing decision might have turned out well.