One of the most important things to keep in mind when outsourcing is that the agents will be representing you! The time spent with tech support is often the only direct contact you have with your customers. And it occurs when your customers are feeling vulnerable, since they have a problem and need help fixing…
The Oxford English Dictionary defines a misconception as, “a view or opinion that is incorrect because it is based on faulty thinking or understanding” and a myth as, “a widely held but false belief or idea.” If you’ve spent more than a few minutes looking into outsourcing technical support then you’ve likely encountered enough myths…
“How will I know what is going on?” When you are first thinking about outsourcing support, a question naturally arises that goes something like this: “How will I know what is going on?” To manage your outsourcing vendor effectively, you will need information and reporting about the outsourced activity. Managing a vendor to outsource technical…
What does outsourcing really mean for your business? Outsourcing is a relatively simple idea, but one that can often seem divisive. This is frequently due to confusion and disagreement surrounding the very definition of outsourcing. Entrepreneur defines outsourcing simply as, “The practice of having certain job functions done outside a company instead of having an…
A recent article from the Association of Software Publishers echoes something that we at Hudson have been telling our clients for years: that tiered software support, the way most call centers do it, works very poorly. Here is what they said: “For a while now, forward – thinking customer support and call center managers have…
If you view technical support vendors mostly based on price, do you think that technical support is a commodity? Wikipedia: “The exact definition of the term commodity is specifically used to describe a class of goods for which there is demand, but which is supplied without qualitative differentiation across a market. …The market treats [commodity]…