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Latest News

  1. Why Overseas Outsourcing Doesn’t Work

    Goodbay Technologies

    As businesses of all kinds look for opportunities to scale in size, cut costs, preserve profit margins, and create a better experience for their customers all at the same time, they often begin to think about call center outsourcing as a viable way to accomplish these goals. At a certain point, business leaders usually realize […]

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  2. How to Care for a Unicorn

    Goodbay Technologies

    If you were to look up the term “unicorn” in the dictionary, you’d find two key definitions. The first is the one that probably came to mind instantly: “a mythical animal, typically represented as a horse with a single straight horn projecting from its forehead.” It’s an image that has been seen in everything from […]

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  3. Critical Thinking Agents in the New World of Customer Service

    Goodbay Technologies

    At one point, it didn’t matter what type of business you were talking about or even the industry they were operating in – the job description of a customer service agent was essentially a hard and firm framework that most organizations were fine with following. Even though these were hardworking people, you were still talking […]

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  4. What Your Brand Needs to Know About Social Media Support and Moderation

    Goodbay Technologies

    One of the most important things for you to understand about running a business in the modern era is that your relationship with your customers is more active than ever before. People no longer have passive connections with brands. Thanks to the fact that most adults own a smartphone, people aren’t just reaching out with […]

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  5. The Advantages of a Boutique Contact Center: Breaking Things Down

    Goodbay Technologies

    In the modern digital world that we’re now living in, your major competitive advantage has less to do with your specific products and services and is more about the unique customer experience you offer – the kind that people simply won’t be able to find anywhere else. Customer support plays a huge role in that, […]

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  6. Agent Certification Program = Products Experts & Brand Ambassadors

    Goodbay Technologies

    At Goodbay Technologies, we always strive to be more than just another solutions provider for your organization. Yes, we want to make sure that your call center always has the people necessary to create better and more fulfilling service experiences for your customers. But we also want to offer a fair bit more than that, […]

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  7. Part Call Center, Part Management Consultant

    Goodbay Technologies

    At Goodbay Technologies, we always strive to go above and beyond the call of duties when it comes to our outsourced customer support services. You need more than just someone to answer customer questions and address customer concerns. You need champions of the larger customer experience and you need them right away. By acting as […]

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  8. AI vs. Humans: What Does the Future of the Call Center Actually Look Like?

    Goodbay Technologies

    To say that there’s a lot of hype surrounding the rise of artificial intelligence (AI), at this point, might be something of an understatement. According to a study recently conducted by Stanford University, the total number of active startups operating in the AI space has increased by a massive 1400% since 2000. Adobe estimates that […]

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  9. How to Evaluate a Call Center: Why Consulting and Data Analytics Are Your Two Most Powerful Weapons

    Goodbay Technologies

    According to one recent study, there are approximately 60,850 call centers with ten seats or more located within North America alone.This represents 3.3 million agent positions in an industry that, according to Gartner, is valued at about $28 billion. Of that number, BPO Companies – those that operate in both an inbound and an outbound […]

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  10. How to Get The Most out of Your Outsourced Customer Services Provider

    Goodbay Technologies

    Although managed services growth is steady, as customer support outsourcing matures, the prevalence for working with the lowest cost customer support provider is diminishing. Developing a strategic partnership with your outsourced customer service provider is key, as there is truth in the old adage – you get what you pay for. Today’s customers are sharp […]

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