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Contact Center vs Call Center: What is the Difference?

Posted on Dec 22, 2020 | Topics: Contact Center , Canada Call Center
Call center or contact center? These terms are often used interchangeably, but did you know that these are two completely different models when it comes to the customer support offerings that they provide their clients?

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Transition to an Outsourced Call Center? Here's how to do it..

Posted on Dec 16, 2020 | Topics: Contact Center
Are you ready to transition from in-house customer service to an outsourced call center? If so, it's likely that you are familiar with the request for proposal (RFP) process and you've discovered how outsourcing your contact center will ...

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Randy Clapp

Randy Clapp
Randy Clapp has sold over $1 billion in the services industry working with leaders such as Hewlett-Packard, Electronic Data Systems, CompuCom and Avis Rental Car. He received EDS’ Inner Circle Award as one of the company’s top 100 performers, as well as the Top Leader Award with CompuCom. He earned his Bachelor Degree in Business Management and Economics from Northwood University. Randy Clapp attributes his success to: “…showing clients how to make or save money in ways they never thought possible”.
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Recent Posts

How to Predict Customer Loyalty Using Customer Service Metrics

Posted on Nov 30, 2020 | Topics: Customer Service Trends
How does your business define and measure customer loyalty? Do you try to gauge a customer’s intention to keep doing business with you, look at how much they increase spend, or try evaluate a customer’s potential for advocacy? Loyalty can ...

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Digitizing Back-end Systems Will Drive Customer Experience (CX)

Posted on Nov 18, 2020 | Topics: Customer Service Trends
To win the digital race and jump ahead of their competitors, many organizations are transforming their front-end systems and offering the latest and most innovative technologies to ensure their customers are both satisfied and loyal. ...

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Here's Why You Should Outsource Retail Customer Service

Posted on Oct 30, 2020 | Topics: Customer Service Trends
The retail sector is highly competitive and a bad customer experience could be devastating to your business. Online shopping and the growth of an ‘instant world’ means customers now expect an immediate solution, or they’ll simply move on ...

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