Ken McLoughlin

It’s no secret that very few companies today have made progress in terms of offering after-hours customer support, and for good reason. This is especially true for small to medium-sized businesses (SMB’s). Internally, the costs are prohibitive, and the operational complexities are extreme. Consider what it takes to staff an additional 6+ people to cover your low service […]

How to Choose a Specialty After Hours Customer Support Vendor At this point, most companies have realized that after-hours customer support is necessary to remain competitive and meet the expectations of their valued customers. After all, the game is to “get” customers and “keep” customers. Sounds simple, right?    It can be, unless you are

After Hours Customer Service Process The flow chart above makes it clear that the defining factor of our solutions is time-of-day. If an inbound call takes place during business hours, nothing changes for your business—it is handled using the same customer service resources you have in place right now. Outside of business hours, on holidays,