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 ...

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 ...

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 ...

Truckstop, among the biggest load boards in the U.S., has conducted significant layoffs of North American staff and seeks to outsource all customer service roles to a partner company, Firstsource, as ...

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 ...

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 ...

The global CX outsourcing market, valued at $106.72 billion in 2023, is projected to reach $171.81 billion by 2028, growing at a CAGR of 8.26%. This growth is fueled by digital-first business models, ...

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 ...

A trio of professors working with the national Quality Research Center at the University of Michigan finds that offshore outsourcing hurts customer service ratings, but farming out back office ...

The No. 1 goal of customer service is customer satisfaction, but how you get there may not be as clear-cut and straightforward as it seems. It begins with a strong team, which is the result of ...