Patrick Gorman, Author at

Outsourcing to one support partner; it’s not a risk

by Patrick Gorman | Feb 12, 2020 | Selecting the right Outsourcing Partner

When it comes to outsourcing to one support partner (single-sourcing), there is a view that it’s risky. As a result, as companies evolve and grow, they often bring new partners on board to handle part of their customer service requirement. But, when managed in the...

Relationship, Experience, and Understanding: Outsourcing customer service the right way

by Patrick Gorman | Feb 6, 2020 | Outsourced customer contact management solutions, Selecting the right Outsourcing Partner

An increasing number of companies are recognising the benefits of outsourcing their customer service needs to a specialist provider. Outsourcing customer service the right way can save time, money and resources, while increasing coverage, streamlining processes, and...

Customer analytics; the path to improved customer experience (CX)

by Patrick Gorman | Oct 23, 2019 | CX Service Design, Selecting the right Outsourcing Partner

I recently participated in a webinar with my colleagues Nick Sellers, Senior Director, Strategy and Marketing, & Bo Young, Executive Director, Customer Analytics on how to use customer analytics for customer experience (CX) and business process excellence....

Expanding into Europe; how best to source native speakers

by Patrick Gorman | Apr 15, 2019 | Benefits of work-at-home customer service, Best practices for home-based customer service, Outsourced customer contact management solutions

Any multilingual service company considering expanding into Europe is likely to encounter a number of barriers – from language issues through to geographical boundaries, workforce availability, and variations in culture, law and tax. Regardless of the many challenges,...

“People are People” – is managing work-at-home workers the same as in-centre teams?

by Patrick Gorman | Mar 21, 2019 | Benefits of work-at-home customer service, Best practices for home-based customer service, Outsourced customer contact management solutions

For customer support leaders, it’s all too easy to apply a one-size-fits-all approach to managing the team. After all – people are people. So, managing people is the same, whatever environment they are in? This is true to a certain extent, because we all have our...