TeleDirect

JANUARY 9, 2019

Yearly fiscal targets rarely go as planned, but there are a few things you can do for 2019 to meet and exceed your business goals. And one of those things doesn’t involve your own internal processes; an outsourced call center solution just might be the best decision you’ll make to reach your business goals in the new year!

Call Center 66

Call Center Business Process Outsourcing outsourcing Upselling 66

Outsource Consultants

MAY 19, 2021

Is your call center scrambling to staff and find qualified agents? There are numerous reasons why US call centers and businesses in general are struggling to fill their open jobs, such as: COVID health concerns and/or pending vaccinations. Nearshore and Offshore Call Centers are Fully Staffed.

outsourcing 76

outsourcing Call Center Consulting Consulting 76

Outsource Consultants

FEBRUARY 18, 2019

That’s right, if you’re a retailer and haven’t started reviewing your ability to handle Black Friday through Cyber Monday call volumes, it is time to up your game. How did your in-house team or outside call center perform last year?

Call Center 52

Call Center outsourcing Morale Consulting 52

ShepHyken

FEBRUARY 12, 2021

According to Deloitte’s 2019 Global Call Center Survey , customer service topped the agenda for most firms. You’ll also reduce the chances of the client experiencing two of their biggest pet peeves: Having to explain the situation all over again to a new consultant. Final Notes.

Chief Customer Officer 282

Chief Customer Officer Call Center Consulting Consulting 282

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

Stafford Communications

SEPTEMBER 10, 2019

How Call Center Artificial Intelligence is Transforming the Industry. Artificial intelligence (AI) is having a major impact in many industries, including call centers. How is AI Being Used In Call Centers? Interactive voice response (IVR) systems have been in place in call centers for decades.

Call Center 61

Call Center Interactive Voice Response outsourcing Virtual Agent 61

Taylor Reach Group

JANUARY 18, 2019

an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. The Taylor Reach Group, Inc., We’re Thrilled to have Patricia on board.

Consulting 64

Consulting Consulting Customer Experience Business Process Outsourcing 64

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. Centers incentivize employees to work over the holiday and be prepared. Having more people in the call center doesn't always mean readiness to handle holiday workloads. How Call Centers Manage the Holiday Rush. One call can change your business!

Call Center 49

Call Center Management Contact Center Journey mapping 49

Stafford Communications

SEPTEMBER 10, 2019

Call Center Hiring: How to Hire the Right Call Center Employees. One of the toughest challenges that call centers face is finding and retaining good employees. Hiring the right call center employees from the start can help you to reduce turnover and avoid such losses. The Costs of Agent Loss.

Call Center 40

Call Center outsourcing Healthcare Advertising 40

Quality Contact Solutions

DECEMBER 31, 1969

The State of Indiana has amended its Telemarketer Registration law as of July 1, 2019. Did you know that inbound call centers (and sellers that employ them) that do any type of sale are now required to register in Indiana as a telemarketer? By Angela Garfinkel, President. B2B outbound telemarketing is now covered by the law.

Telemarketing 58

Telemarketing Automotive B2C B2B 58

Outsource Consultants

AUGUST 16, 2019

PLYMOUTH, MN, August 16, 2019 – This week, Inc. Call center advisory firm Outsource Consultants, LLC is making its first appearance on the list, debuting at #1281 with an impressive 321% 3-year growth rate. Outsource Consultants is honored and excited by this recognition. The 2019 Inc.

Consulting 104

Consulting Consulting outsourcing Call Center 104

Stafford Communications

DECEMBER 2, 2019

Having a vetted outsourced partnership established will help alleviate some of the stress that comes with a product recall. Stafford Communications is an excellent resource for outsourcing these types of services. Using your website to keep them updated may help alleviate the tension and reduce load on your call center.

Interactive Voice Response 52

Interactive Voice Response outsourcing Call Center Healthcare 52

Call Experts

FEBRUARY 12, 2020

In 2019, automatic call distribution sported 23.3% Benefits of a Call Center: Healthcare and Medical Practice. Our Answering Service Handles Your Office Calls . 4 Strategies to Outsource Telephone Triage . Top Interview Questions for Call Center and Answering Service. HR CALL OUT SERVICES: How?

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

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

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. Centers incentivize employees to work over the holiday and be prepared. Having more people in the call center doesn't always mean readiness to handle holiday workloads. Benefits of a Call Center: Healthcare and Medical Practice. Summer HR Conferences.

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60

Taylor Reach Group

MARCH 6, 2020

”[ source ] 2012 to 2019 MERS infected over 2,500 people and killed 862. According to the Centers for Disease Control (CDC), the following are the symptoms of COVID-19: Reported illnesses have ranged from mild symptoms to severe illness and death for confirmed coronavirus disease 2019 (COVID-19) cases.

Contact Center 131

Contact Center outsourcing Coaching Consulting 131

BlueOcean

AUGUST 7, 2018

Planning for 2019 already? Contracting a new contact center outsourcer may be one of the most impactful decisions you make all year (no pressure, right?) Once you’ve identified your most important stakeholders, you need to work as a team to establish what the goals are in sourcing a new outsourcer. You’re in good company.

Contact Center 75

Contact Center outsourcing Consulting Consulting 75

Sykes

MARCH 5, 2019

HFS Research recognized Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), as a true industry leader, ranking SYKES #1 for vision and go-to-market strategy and #3 overall in their Front Office Customer Engagement Operations Top 10 Report, published January 31, 2019.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Outsource Consultants

MARCH 15, 2021

But for important business decisions – like selecting an outsource call center partner – it’s probably best to skip the excitement and stick to pragmatism. Many companies unintentionally mirror this model of including inferior options when they are searching for an outsource call center partner.

outsourcing 121

outsourcing Call Center Consulting Consulting 121

DMG Consulting

MAY 16, 2019

If the partner is a systems integrator (SI) or a consulting firm, it will also earn revenue from implementing the solution. As the quality and effectiveness of self-service solutions improve, the number of contact center seats will decline. This will reduce dependence on outsourcers, particularly the low-end offshore providers.

Contact Center 76

Contact Center Analytics Consulting Consulting 76

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. AI IS THE HEADLINER FOR 2019. This will reduce dependence on outsourcers, particularly low-end offshore providers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

CCNG

OCTOBER 19, 2022

Lumoa , 2018) In 2019, customer experience will continue as a major factor in how companies do business. Acquia, 2019) 78.5% Acquia, 2019) 78% of people believe brands can do more to deliver happiness to their customers and 91% said they preferred brands to be funny; this number increased among Gen Z (94%) and Millennials (94%).

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Fonolo

FEBRUARY 13, 2019

Our inboxes here at Fonolo HQ are full of great reports covering call center technology and trends. By the way, don’t forget to check out the report we just released: On the Horizon: Customer Service Trends in 2019. Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19. It’s not for lack of material!

Contact Center 57

Contact Center Call Center APIs Technology 57

Fonolo

JUNE 9, 2014

Its origins go back over 5 decades, to the earliest days of call centers. Call center service levels are, broadly speaking, a commitment to a particular average speed of answer, or ASA. And for many call center managers, maintaining these service levels is a top priority.

Service level 96

Service level Call Center Abandon rate Metrics 96

Netomi

JANUARY 5, 2022

Prior to joining Temkin Group, she implemented the CX strategy and managed the Voice of the Customer program for Crowe Horwath LLP, one of the top 10 public accounting and consulting firms in the US. Arie is a Customer Insight, Customer Strategy, Customer Lifecycle Management, and Innovation Independent Consultant. Arie Goldshlager.

Customer Experience 98

Customer Experience Customer Service Consulting Consulting 98

Vistio

JULY 11, 2022

And for about six and a half years I was on the BPO or Business Process Outsourcing team with a particular focus on customer contact and really enjoyed that outside of Boston and went to Stream Global Services for a short time. So that was a lot of fun, really cool stuff. And then in the early mid aughts, I segued from there to IDC.

Technology 52

Technology Self service Contact Center Analytics 52

CX Global Media

JULY 10, 2019

Vicki has over 20 years of experience in the call center and workforce management industry. He has held several leadership positions and been characterized as an “other-centered leader” who fosters a transparent environment with an emphasis on engaging and actively listening to all staff and customers. Etech Global Services.

Contact Center 120

Contact Center Morale Coaching Analytics 120

Comm100

FEBRUARY 16, 2018

This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018. Activate, a strategy and technology consulting firm, predicted that by 2018 there would be 3.6

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40