DMG Consulting

OCTOBER 6, 2023

Contact center and customer service technology vendors are applying generative AI to enhance their solutions, speed up implementation, and improve the accuracy of their findings. Generative AI is ideal for service organizations due to its ability to create content in response to inquiries. and customer service organizations.

Contact Center 59

Contact Center Call flow Enterprise Virtual Agent 59

Callminer

OCTOBER 22, 2019

Outsourcing a major part of your business is never an easy decision, but operating a contact center requires a significant investment in technology and staffing. For some companies, outsourcing call center services makes sense, while others are better served by keeping call center functions in-house.

Best practices 203

Best practices Call Center outsourcing Contact Center 203

Outsource Consultants

JANUARY 26, 2022

Mr. Gackle has spent the last 29 years working in the BPO industry, distinguishing himself as an expert in CX improvement and call center partner identification. Our large network of BPO vendor partners provides the opportunity to perfectly tailor my recommendations to the needs of my clients,” says Gackle.

outsourcing 67

outsourcing Consulting Consulting Healthcare 67

Outsource Consultants

APRIL 12, 2021

In part one of our series, we detailed five tips for targeting better KPIs with your BPO vendor partner. Great call center training can offer agents a hub of information that lets them “self-serve” to quickly find the answers they need to improve their understanding. BPO Vendor Priority #2 — Train with Location in Mind.

Management 125

Management outsourcing Average Handle Time Gamification 125

Outsource Consultants

JUNE 7, 2021

We’ve all asked the question: “When will I find the right call center partner?”. Maybe you’ve searched endlessly for a BPO partner that felt right. Truth is, there’s a huge difference between BPO providers that can technically offer what you’re looking for and the perfect call center that delivers exactly what you need.

Call Center 128

Call Center outsourcing Consulting Consulting 128

SharpenCX

OCTOBER 4, 2022

If you’re searching for an alternative solution, SharpenCX is the best platform for Avaya customers’ CCaaS/UCaaS/Telco needs. You have loads of valuable contact center data, and your platform should support you by making it easy to take action on that data. Create custom metrics to gain more visibility into your call center.

Telecommunications 67

Telecommunications Airlines Enterprise Contact Center 67

CustomerServ

NOVEMBER 11, 2020

The COVID-19 pandemic may have disrupted the business process outsourcing (BPO) industry, but it has not slowed down the need for clients to consider their outsourcing options, select new vendors or evaluate in-house vs. outsourced call centers.

Call Center 62

Call Center Business Process Outsourcing outsourcing Management 62

SharpenCX

MARCH 10, 2021

With cloud platforms taking over the call center industry, many leaders are kicking off their search for the best call center solutions for their business. Call center software has evolved to wrap service & technology into one bundle. And now, you aren’t just buying a piece of tech.

Call Center 67

Call Center call center software Morale call center solutions 67

DMG Consulting

JUNE 9, 2023

increase in seats in the 12 months between December 2021 and December 2022, the CCaaS market remains one of the fastest-growing sectors in the contact center technology market, a trend DMG expects to continue for the next few years. Calls are not disappearing, but the fastest-growing CCaaS seat segments are omnichannel and digital.

Marketing 48

Marketing Contact Center Virtual Agent Enterprise 48

Vistio

NOVEMBER 4, 2022

When purchasing software, contact centers often overlook key factors, meaning their new software is not the all-in-one solution they were hoping for but rather a band-aid unable to fix a larger problem. Contact center leaders know they need a solution to improve a specific business outcome like increasing revenue, for example.

Contact Center 52

Contact Center Consulting Consulting Contact center software 52

Hodusoft

JULY 28, 2023

HoduCC: A Standout Contender in The Capterra Shortlist for Call Center Software In today’s rapidly evolving customer service and communication landscape, companies are continually seeking cutting-edge call center software solutions to enhance their customer interactions.

call center software 52

call center software Call Center Interactive Voice Response contact center solutions 52

Outsource Consultants

FEBRUARY 4, 2021

So I did what a lot of people do: I turned to Google, and hired a large company with an enormous marketing budget that helped to place them prominently in the search results. The middle market outsource call center is that elusive jackpot for organizations focused on business process outsourcing (BPO) services.

outsourcing 76

outsourcing Call Center Marketing Business Process Outsourcing 76

Callminer

AUGUST 6, 2019

There are a number of call center software solutions on the market, comprising more than half a dozen types of these tools. That’s not to mention the number of software tools that integrate with the various call center software solutions. Types of Call Center Software. Be mindful of integrations.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Vcaretec

JUNE 6, 2022

The call center industry has a dirty secret. Like most, you might think that all call centers offer the same services. If you search for a call center partner to handle some or all your customer service volume, you’re met with similar sounding pitches, similar pricing, and similar business models.

Call Center 52

Call Center Morale outsourcing Metrics 52

NobelBiz

NOVEMBER 27, 2023

Advanced call logging is a vital tool for businesses to enhance communication management and operational efficiency. By automating the collection and organization of call details, businesses can gain valuable insights into their communication activities, improve customer interactions, and drive informed decision-making.

Call Logging 59

Call Logging voip Contact center software CRM 59

Outsource Consultants

JANUARY 19, 2021

The call center outsourcing industry has always had to buck a few assumptions, whether it be the quality of service provided or the benefits it can deliver. But, the global success of call center outsourcing services, and the emerging economies it helps support, seems to be proof enough.

outsourcing 98

outsourcing Call Center call center workforce Technical Support 98

Outsource Consultants

AUGUST 23, 2021

Let’s review some popular draft strategies and – to stay on message – how they relate to your outsource call center search: The Intensely-Researched Drafter. This is, of course, a smart strategy for selecting an outsource call center partner. The Anything-But-Football-Stats Drafter.

outsourcing 104

outsourcing Call Center Entertainment Accountability 104

Hodusoft

JANUARY 16, 2023

Least Cost Routing (LCR): An Effective Way to Route Calls. They search for options that give them the flexibility to scale and adapt to their changing business communication needs. Least Cost Routing (LCR) is one such intelligent solution that offers value-based routing of calls. How does Least Cost Routing Work?

Telecommunications 52

Telecommunications SaaS Engineering Technology 52

Call Center Weekly

MAY 7, 2018

By Diana Aviles Ingestion is Speech Analytics (SA) jargon that describes the act of the SA tool downloading a copy of call audio and its associated metadata from the recorder source. Essentially a disposition report is a report that basically tells you everything the software vendor has received for ingestion. What does is all mean?

Analytics 120

Analytics First call resolution Technical Support Education 120

Voxjar

JUNE 8, 2021

Your search for the best quality assurance software for your call center can get overwhelming, fast. Between word of mouth, existing vendor solutions, and searching through Google with a magnifying glass it can be tough to know who to trust. At Voxjar we hear this from potential customers all the time.

Call Center 40

Call Center Contact Center 40

DMG Consulting

JUNE 8, 2021

These increasingly sophisticated analytics solutions have evolved from basic keyword search applications that helped companies understand call reasons to advanced business intelligence (BI) offerings that provide insights and an appreciation of customer sentiment. Broader Use Cases for IA. Transformational Benefits of IA.

Analytics 107

Analytics Enterprise Contact Center Marketing 107

Hodusoft

DECEMBER 7, 2021

The popularity portion considers the average monthly search volume for each product keyword extracted by search and the vendor position on the search engine results page (SERP). Businesses with a large call volume benefit from Predictive Dialer Software.

voip 52

voip Contact center software call center software Contact Center 52

Upstream Works

OCTOBER 28, 2022

Many contact centers have a large focus on using Artificial Intelligence (AI) applications to provide a level of AI-assisted services via the website. Conversational AI tools abound; searching for chatbots is an easy exercise for locating providers and a difficult one to choose from all the available options. But, they do exist.

Chatbots 78

Chatbots Construction Contact Center Customer Service 78

Outsource Consultants

SEPTEMBER 7, 2020

So what does your political call center procurement plan look like? You need to secure a quality outbound calling partner before it’s too late. Sure, you can partner with any random outbound call center (and they will happily take your business), but it doesn’t mean they’ll drive meaningful ROI. . We’ll Tell You.

Call Center 101

Call Center Telemarketing outsourcing Consulting 101

Voxjar

JUNE 8, 2021

Your search for the best quality assurance software for your call center can get overwhelming, fast. Between word of mouth, existing vendor solutions, and searching through Google with a magnifying glass it can be tough to know who to trust. Call Recording Solutions. The QA Software Contenders. Spreadsheets.

Call Center 51

Call Center Analytics Enterprise Sales 51

aircall

JANUARY 16, 2023

But not all phone solution vendors are equal in terms of features, integrations, benefits, and capabilities. That’s why we’ve made the search a little easier by comparing the benefits and drawbacks of nine Ooma alternatives. Your customer calls should never go unanswered, no matter the time of day. per user per month.

voip 62

voip Analytics call center software Technical Support 62

Blueship Call Center

MARCH 23, 2021

Handing over a call center process to such a company is nothing less than a hassle, which would sooner or later prove detrimental to your business endeavor. There are many fundamental points that need to be kept in mind before selecting a call center outsourcing partner. Visit vendor premises.

outsourcing 40

outsourcing Customer Service Call Center Marketing 40

Outsource Consultants

MARCH 9, 2018

The process of selecting the right cloud-based call center software solution is lengthy and time consuming. A Google search, colleague referral, and a few phone calls to vendors will not result a sound business decision. Here are four of the major channels to review: Phone (inbound calls, outbound calls).

Interactive Voice Response 52

Interactive Voice Response call center software outsourcing Consulting 52

Balto

DECEMBER 5, 2022

Running a contact center in the healthcare space isn’t an easy task. However, call centers can find cost savings, efficiencies, and more when using modern software solutions. In this piece, we’ll provide you with insights into everything you need to know about healthcare contact center software.

call center software 52

call center software Healthcare Call Center Contact center software 52

Quality Contact Solutions

DECEMBER 31, 1969

This call center requirements checklist provides 10 essentials for evaluating potential call center partners. We know how time consuming and how tedious the process can be to find the best call center for your business, so we’ve made it simple for you. Call Center Requirements Checklist Item #3: Scalability.

Call Center 53

Call Center Telemarketing Outbound sales outsourcing 53

SharpenCX

JANUARY 28, 2020

And without a high-performing call center, it’s difficult to deliver the standout service customers have come to expect. Your call center agents. When you deploy a call center with the right tools, your customer service agents are your greatest resource. What’s next?

Call Center 69

Call Center call center software Abandon rate Contact Center 69

Global Response

MAY 15, 2023

This is even more so for call centers—as employee workload increases, employee satisfaction and performance suffers, reducing quality of customer service and business performance on the whole. The Advantages of Outsourced Call Centers in Addressing the US Labor Shortage So what’s the solution?

outsourcing 62

outsourcing Call Center Management Service level 62

Mindtouch

JULY 13, 2020

Now, companies that dragged their feet on self-service are scrambling to get on board in the face of spiking contact center volume, inflated wait times, and exasperated customers clamoring for a quick answer. This includes: Search engine experiences Help sites Some chatbots Suggestions on a case submission form Online communities/forums .

Self service 86

Self service Chatbots Contact Center Wait times 86

Tethr

FEBRUARY 27, 2020

In the call center domain, driving operational excellence is critical, after all, today’s customers are more discerning and knowledgeable than ever before. Seventy-eight percent of consumers permanently change how they feel about a company based on a single interaction with a contact center. Getting started with voice analytics.

Analytics 64

Analytics Coaching Contact Center Engineering 64

Outsource Consultants

MARCH 9, 2018

In today’s competitive business environment, many companies are realizing the benefits and cost efficiencies of outsourcing some or all of their call center activities to a third-party partner that specializes in professional, inbound, outbound, and BPO services. Top 10 Checklist for Selecting an Outsource Call Center Partner.

outsourcing 98

outsourcing Call Center Interactive Voice Response Consulting 98

Vcaretec

JUNE 6, 2022

Have a look at some mistakes and their resolutions: Mistake 1: Outsourcing to the cheapest vendor Do you always buy your groceries from the cheapest store? Due to a wide spread of customer service outsourcing companies across the globe, you may get in contact with certain vendors who are not up to the mark. Don’t think so.

outsourcing 52

outsourcing Customer Service Finance Customer Support 52

Vcaretec

AUGUST 8, 2023

Simply said, a BPO business cannot focus on quality if it is paid by the number of tickets or calls that are addressed. Always choose the best call center outsourcing companies that charge by the agent per month if the quality is crucial to you. Make sure your vendor has a mechanism in place to handle training automatically.

Customer Care 98

Customer Care outsourcing Call Center Complaint resolution 98