As major companies continue to lay off workers to reduce operational costs in the wake of the COVID-19 pandemic, outsourcing is becoming an increasingly popular option for streamlining operations while maintaining high customer satisfaction. In March alone, companies like Meta announced another 10,000 more layoffs; this is on top of companies like Amazon, Alphabet, and Microsoft, which together total more than 40,000 layoffs so far in 2023. Outsourcing customer services to third-party service providers can be a way to make up for lost productivity and customer satisfaction. And tools like Viewabo can significantly help both the company doing the outsourcing and the service provider be successful.

When managing your business, providing top-notch customer service is essential. Happy customers lead to increased sales and a positive reputation. But managing customer service in-house can be challenging, especially with the recent layoffs. Outsourcing has become a potential solution for many. A recent Global Managed Services report by NTT suggests that 45% of global corporations plan to outsource more work in the next 18 months.

Customer service is essential to any company, as it can make or break customer loyalty and satisfaction. However, managing a customer service department can be daunting, especially for businesses with limited resources. 

Customer service is usually divided into three tiers, each with its unique features. A customer may start at Tier 1 and then slow is escalated to higher level tiers until their issue can be resolved.

In the past customer support was mainly provided through call centers, but customers demanded more options. Knowing that 86% of customers are willing to pay more for a great customer experiences, customer satisfaction should always be a priority. Today there is a range of communication platforms and channels to choose from.

Telecommunication has gone far in the last 200 years. However, moving from voice to video took massive world-changing innovations. A few decades ago, conversing over a blurry picture with someone that wasn’t in the same room was amazing. Today, a call can have 4K resolution with real-time conversations across thousands of people worldwide. 

To appreciate the magic of video conferencing, we need to understand its history. Only then can we value how far we have gone and begin to comprehend how it can change both our personal and professional lives in the future.

As 2023 progresses, major companies across various industries have begun to announce large-scale layoffs. These cuts, expected to affect thousands of employees and customers, have raised concerns about their impact on customer service. Here are some implications of these layoffs for customer service and some strategies for mitigating their harmful effects.

Customer service is often seen as a cost center for many companies. It is an essential aspect of business operations but not directly tied to generating revenue. However, with the help of tools such as Viewabo, customer service can be transformed from a cost center to a profit center. This is where the magic of Viewabo comes in. With the right approach, it is possible to make more profits and save money using the platform. In this blog post, we will explore how Viewabo can help and how businesses can get started.

Where customer service fits in a company’s balance sheet is an interesting question. A profit center is typically a key factor in a company’s success since it can generate revenue and profit. On the other hand, a cost center acts as a required expense, with its primary goal being to maintain the operations rather than make money. So where on this spectrum does customer support fall?

Cost per Contact (CPC) is a critical metric for the customer service industry, as it directly impacts the cost and efficiency of providing customer service. In today’s business environment, customers expect immediate and effective support, and companies must find ways to meet these demands while also controlling costs and optimizing resources. By reducing CPC, companies can provide top-notch customer services at a lower cost, ultimately improving customer satisfaction, loyalty, competitiveness, and overall business success. Let’s explore the importance of CPC in customer service and provide strategies for companies to lower their CPC and improve their customer service operations effectively.