The Northridge Group

JULY 20, 2023

Contact centers are in a state of flux, with many contact center associates (and workers in general) hesitant to return to the office full-time and forgo the flexibility that comes with a work-from-home (WFH) or hybrid environment. A Stanford University study showed employee productivity increased by about 13% when working from home.

Contact Center 121

Contact Center Abandon rate contact center associations Metrics 121

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and technology solutions.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

Global Response

NOVEMBER 6, 2023

In this article, our team—with over 40 years of experience managing call centers in dozens of domestic and international locations—outlines the ethical considerations of working with call center outsourcing companies, and how to ensure your partnership is beneficial for everyone involved.

outsourcing 62

outsourcing Call Center Transportation Metrics 62

Outsource Consultants

JUNE 7, 2021

We’ve all asked the question: “When will I find the right call center partner?”. Or you’ve been wondering about meeting someone new, a BPO partner that’s nice, that makes you feel important — but no luck. Take the Perfect Call Center Quiz. Let’s go: 1) Call Center Location.

Call Center 128

Call Center outsourcing Consulting Consulting 128

NobelBiz

NOVEMBER 20, 2023

In an era defined by digital communication, mastering the art of business calls is non-negotiable. Understanding Virtual Phone Systems: A New Era of Communication A dynamic virtual phone system operates seamlessly through internet connectivity, effectively handling both incoming and outgoing calls.

Interactive Voice Response 103

Interactive Voice Response voip contact center solutions Contact Center 103

Playvox

FEBRUARY 20, 2024

Not only do contact center agents want additional flexibility in their work schedules, but many leaders saw that agents did not need to be in a defined office space to get their jobs done well. Remote work is the practice of working from a location other than the traditional office setting. First, let’s define remote work.

Management 88

Management Gamification Calibration Quality management 88

Outsource Consultants

NOVEMBER 17, 2023

In today’s interconnected world, businesses face many challenges that can disrupt call center operations and make it difficult to run smoothly. To mitigate these risks, proactive organizations are adopting a smart solution called geo-redundancy. You can use this information to inspire others to enhance their performance.

outsourcing 67

outsourcing Bilingual agents Education Call Center 67

Global Response

JULY 10, 2023

The Philippines may be a popular call center location, but are they the right location for your call center? And while the Philippines hold 10-15% of the global BPO market , their national BPO industry grows by about 8-10% annually. Why Choose the Philippines For Your Call Center?

Call Center 62

Call Center outsourcing Technical Support Education 62

Global Response

DECEMBER 21, 2023

Cultural and Language Alignment with Customers Cultural and linguistic alignment makes a massive difference in the quality of customer service provided, and it’s obvious that US-based call centers will have a stronger cultural and linguistic alignment than those that are located further away.

Call Center 62

Call Center outsourcing Finance Healthcare 62

The Northridge Group

APRIL 8, 2024

Aside from elections, the British royal’s health, Beyonce going country, and the solar eclipse, everyone is talking about Artificial Intelligence these days. E-commerce support center -after AI does a dip into Magento and MySQL (or other databases) and grabs details of the order.

Technology 105

Technology Finance Government Healthcare 105

Global Response

JUNE 20, 2023

But call centers? Its numerous call centers already serve businesses across the Middle East, Europe and the US. Besides that, the strong focus on technology and innovation lend Tunisia’s call centers a strong infrastructure and innovative culture to develop better customer experience strategies.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

Global Response

JUNE 13, 2023

Considering outsourcing your call center to Mexico ? So is a Mexico call center the best solution? Here’s five reasons why you might want to outsource your call center to Mexico (and, at the end—how to know Mexico is the right call center location for you).

outsourcing 62

outsourcing Call Center Bilingual agents Education 62

Outsource Consultants

JUNE 15, 2022

Contact center agents are on the front lines of this growing problem, answering customer inquiries and giving shipping updates. The Impact on Contact Centers. Consumers are anxious for shopping experiences to return to normal, leading to an influx of questions about upcoming production plans and anticipated availability of products.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

Global Response

SEPTEMBER 11, 2023

Choosing a call center provider is a difficult task—and it’s one that comes with a lot of responsibility. A call center can make or break your customer service, as well as significantly impact the reputation of your brand. Obviously, you can’t offload that role to the first call center you come across.

Call Center 62

Call Center outsourcing Telemarketing Bilingual agents 62

Global Response

OCTOBER 17, 2023

As a result, many companies are moving their outsourcing operations to onshore models in hopes of increasing call center security and providing additional protection for sensitive data. But onshore call centers aren’t always inherently more secure than offshore models. However, is this really the best solution?

Call Center 62

Call Center outsourcing Technology Finance 62

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

OctopusTech

SEPTEMBER 13, 2023

Choosing to outsource call center services is one of the best decisions a company can make as it helps to focus on the core business activities. Using call center outsourcing services is one of the major trends followed by both small and big organizations. What are Outsource Call Center Services?

outsourcing 62

outsourcing Call Center Finance Contact Center 62

Liveops

OCTOBER 11, 2018

For instance, customers who reach a foreign agent, according to a study by CFI Group , are 52 percent more likely to have to speak to more than one representative, 10 percent less likely to resolve an inquiry and 25 percent less likely to do so on the first call. Learn more about deploying a remote agent workforce. based customer care.

Marketing 315

Marketing Virtual Agent Customer Care Call Center 315

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Quality Contact Solutions

OCTOBER 10, 2022

Windle, and I’ve worked in the call center industry for more than 20 years. I’ve been a call center agent, Supervisor, QA Manager, Program Manager, Facilities Manager, Director of Operations, and Director of Client Engagement. 10 Ways to Use an Outbound Telemarketing Partner.

Call Center 98

Call Center Telemarketing outsourcing Scripts 98

Hodusoft

APRIL 17, 2024

Everything You Need to Know About Auto Attendant If you have ever dialed a business phone number, you must have been greeted by an automated system, which then gives you a series of options and routes you to the right agent and department. What is an Auto Attendant? But the innovation of entrepreneur and innovator Sanford J.

Real estate 52

Real estate Scripts Interactive Voice Response First call resolution 52

Call Experts

APRIL 8, 2024

Streamline Operations and Never Miss Another Call with a Contact Center for Utilities. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Customer Service Self service Call Center 52

TeleDirect

JULY 13, 2022

Your call center reps will handle inbound and outbound communication, appointments for showing, and lead management. Location, Location, Location. When it comes to a good answering service for real estate, it doesn’t matter where you are located. You’ll be accessible and primed to take every call.

Real estate 62

Real estate Call Center Answering services call center solutions 62

Fonolo

JANUARY 22, 2020

Wondering what customer service or contact center conference to attend in 2020? This year, we’ve published our full selection of customer service conferences and contact center summits in North America. ICMI Contact Center Expo, Ft. Call & Contact Center Expo USA, Las Vegas. Location: Nashville, USA.

Customer Service 129

Customer Service Chief Customer Officer Contact Center Call Center 129

SoliCall

FEBRUARY 12, 2023

A noise heat map is an important tool for call centers or shared workspace. Contact centers and shared workspace are noisy locations. The noise disturbs the employees that work in these places but also the customers that are exposed to it when they are on a phone call with one of the employees.

Call Center 59

Call Center Contact Center Technology 59

Outsource Consultants

DECEMBER 13, 2023

Located just below Florida, these islands provide a unique chance for US companies to visit their Caribbean outsourcing partners in person, building stronger ties. Being close to the US and having a long history of tourism has helped Caribbean call centers learn a lot about American culture.

outsourcing 67

outsourcing Bilingual agents Business Process Outsourcing Government 67

SmartAction

APRIL 11, 2024

When designing your call flow, there are some essential things to keep in mind to provide an optimized experience. If you can tie a call back to a number, you can personalize the interaction from the get-go. AI can also detect what they are calling about by the options the caller chooses, adding another level of personalization.

Virtual Agent 67

Virtual Agent Interactive Voice Response Call flow Contact Center 67

Toister Performance Solutions

JULY 13, 2023

Building relationships can take more effort when you aren't located in the same office. My 2023 burnout study found that remote contact center agents are just as likely to have a good friend at work as agents who work onsite. I once got a chance to tour the human resources contact center at Starbucks. It's not hopeless.

Contact Center 89

Contact Center Personalization Customer Service 89

Global Response

OCTOBER 26, 2022

Outsourcing a call center often raises many questions businesses must answer, including: Who is the best outsourcing contact center to partner with? Where will the outsourced call center team be located? How will an outsourced contact center partner protect my data? This is not the case.

outsourcing 62

outsourcing Calibration Contact Center Call Center 62

Hodusoft

MAY 24, 2022

A Detailed Insight Into ACD (Automatic Call Distribution) System and Its Importance For Today’s Businesses. In today’s time, all the well-performing call center solutions have ACD as one of their primary components. ACD or Automatic Call Distribution makes the communication process smooth and easier. How does ACD work?

Interactive Voice Response 96

Interactive Voice Response Call Center Wait times voip 96

Global Response

DECEMBER 5, 2022

Without timely paychecks and worthwhile incentive systems for exceptional workers, employee motivation drops rapidly, and subsequently, call center attrition increases. Before establishing or revamping your call center, you first have to consider your pricing model and the functions of your call center.

Call Center 62

Call Center Multichannel outsourcing Contact Center 62

TeleDirect

DECEMBER 14, 2023

Interactive voice response ( IVR ) is considered an essential call center technology. It enhances the customer experience by guiding them through options when they call and, based on their response, directing them to the appropriate agent or relaying the needed information. So, why do call centers use them, and what is an IVR ?

Interactive Voice Response 62

Interactive Voice Response Call Center Wait times Abandon rate 62

Outsource Consultants

JANUARY 18, 2022

As we enter a new year, Outsource Consultants Founder & President Corey Kotlarz shares his thoughts on the state of the call center industry. Looking back on 2021, what surprised you the most about the state of the call center outsourcing industry? It’s also unclear how vaccine mandates may impact call centers.

Call Center 128

Call Center outsourcing Government Marketing 128

Global Response

DECEMBER 23, 2022

In-house call centers seem like the easiest and most efficient option—but are they cost-effective? When managing an in-house call center, costs can compound and balloon quickly, whereas outsourcing presents a stable, cost-effective option. They’re one of the most basic forms of call centers and often have lower rates.

outsourcing 62

outsourcing Call Center Contact Center Technical Support 62

Interaction Metrics

JANUARY 26, 2024

Martha briefly touches on how Interaction Metrics measures and improves the customer experience; then, Jason narrows in on call center training. The client achieved a 50% improvement in performance over a six month period, highlighting the necessity for employing programs, not just one-and-done call center training projects.

Call Center 62

Call Center Metrics Coaching Surveys 62

Talkdesk

MARCH 4, 2021

Learn more about an all-in-one mobile workforce solution that puts real-time communication tools in the hands of location-based employees. As their banking client, it would have been easier if I could’ve solved my questions with just a simple phone call. Common challenges faced by location-based employees.

Customer Experience 94

Customer Experience Banking Contact center software Contact Center 94

TeleDirect

MARCH 9, 2023

If you are a business interested in establishing a toll-free number or looking for a professional customer call center service, we’re here to help. So, perhaps you’ve received a call from an 855 area code lately. Do you know where area code 855 is located? The next part of the phone number sequence is called a prefix.

Call Center 62

Call Center call center solutions Answering services Customer Service 62