Livepro

JUNE 19, 2019

Returning in 2019 across 4 major cities, a jam packed agenda with 2 Keynote Speakers in each state have varied backgrounds including some creative and amazing minds behind cutting-edge AI technology, state government and industry veterans with a wide range of consulting expertise. KEYNOTE SPEAKER SYDNEY 25th JULY 2019.

Government 75

Government Gamification outsourcing Consulting 75

Outsource Consultants

MARCH 27, 2024

As Women’s History Month comes to a close, Outsource Consultants wants to celebrate the incredible women leading the call center industry. In fact, between 2012 and 2019, US-based women-owned businesses grew at a rate of 16.7% , significantly outpacing the growth of male-owned businesses (5.2%).

Call Center 67

Call Center Government outsourcing call center workforce 67

Outsource Consultants

JANUARY 7, 2019

Hello 2019! As we begin another year of innovation and evolution in customer service and call center technology, you may be considering call center outsourcing. Maybe for the first time, or maybe you’re a seasoned outsourcing veteran and need a new or additional call center partner. Goodbye 2018. How you’ll track ROI.

Call Center 64

Call Center outsourcing Scripts call center solutions 64

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

CSM Magazine

JUNE 4, 2020

Matthew Sims, Director of 4T4 Consult, the first influencer to join Puzzel’s new partner programme, shares the top challenges when outsourcing and how to avoid ice-cream shops only selling vanilla. 8 Top challenges for contact centre outsourcing. Matthew Sims is Director at 4T4 Consult. 4t4consult.co.uk.

outsourcing 52

outsourcing Business Process Outsourcing Consulting Consulting 52

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. this week announced the addition of Patricia Ballantyne to the globally recognized consulting firm.

Consulting 64

Consulting Consulting Customer Experience Business Process Outsourcing 64

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. Not getting through to someone who can answer their query.

Chief Customer Officer 277

Chief Customer Officer Call Center Consulting Consulting 277

Outsource Consultants

FEBRUARY 18, 2019

Whether your call handling resources are in-house, outsourced, or a combination of the two, you may have struggled with those sudden – albeit much desired- spikes in volume. A well run outsourced call center will have strong cross-training and account balancing processes in place to manage through fluctuations in call volume.

Call Center 52

Call Center outsourcing Morale Consulting 52

CSM Magazine

OCTOBER 13, 2021

The company, a fully integrated global outsourced customer service centre, was founded in late 2019 by Warrington-born CEO Mark Thomason and his co-directors. Mark, who lives in Cheshire and operates as a strategic consultant in the UK, is one of the founders of the international call centre industry in South Africa.

outsourcing 52

outsourcing Finance Consulting Consulting 52

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. The 2019 Inc.

Consulting 104

Consulting Consulting outsourcing Call Center 104

Stafford Communications

SEPTEMBER 10, 2019

For this reason, many companies are either working to gradually implement AI tools into their processes or are choosing to outsource services to third party call centers who already have the technology in place. Outsource Your Call Center Needs. Consulting & Compliance. Using AI to Help Live Agents. Marketing.

Call Center 61

Call Center Interactive Voice Response outsourcing Virtual Agent 61

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. Consulting & Compliance. Contact us today for more information. Healthcare.

Interactive Voice Response 52

Interactive Voice Response outsourcing Call Center Healthcare 52

Transparent BPO

NOVEMBER 4, 2019

This post — part four of our Expert Interview Series — features author, speaker, and customer experience consultant, Shep Hyken. A recent Forrester study reported that customer experience (CX) in 2019 is a mixed bag. points from 2018 to 2019 while 81 percent stayed the same, a mere 14 percent improved, and five percent declined. .”

Customer Experience 82

Customer Experience Consulting Consulting Contact Center 82

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. Is It Time to Outsource?

Contact Center 75

Contact Center outsourcing Consulting Consulting 75

Quality Contact Solutions

DECEMBER 31, 1969

The State of Indiana has amended its Telemarketer Registration law as of July 1, 2019. By Angela Garfinkel, President. Effectively the amendment to the existing statute removed the numerous exemptions that sellers and telemarketers previously relied on. Check your scripts and update them accordingly.

Telemarketing 58

Telemarketing Automotive B2C B2B 58

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. Shortness of breath.

Contact Center 131

Contact Center outsourcing Coaching Consulting 131

Call Experts

FEBRUARY 12, 2020

In 2019, automatic call distribution sported 23.3% 4 Strategies to Outsource Telephone Triage . Outsourcing to Call Center Offers Efficiency and Savings. Speak to our qualified business consultants today to get started with your customized, affordable package. through 2022. Finding the Appropriate Path to Ensure Growth.

Cloud contact 69

Cloud contact Contact Center Journey mapping Interactive Voice Response 69

Transparent BPO

AUGUST 5, 2019

With customer satisfaction with contact centers in steady decline, according to the Contact Center Satisfaction Index 2019 , the need to improve CX is more critical now than ever. “I’m sure all of us as consumers have called and gotten a robotic response from an agent who was going through the steps.

Contact Center 94

Contact Center Education outsourcing Customer centricity 94

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

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. This will reduce dependence on outsourcers, particularly the low-end offshore providers. Donna Fluss is president of DMG Consulting. Will Robotic Process Automation Replace Human Workers? By Donna Fluss.

Contact Center 76

Contact Center Analytics Consulting Consulting 76

Hero Digital

SEPTEMBER 25, 2018

With such a gap between supply and demand for people with data skills, the ability of organizations to achieve a data-driven nirvana suffers, leaving executives with few choices but to A) increase their internal hiring efforts, B) outsource to/partner with a third party or C) buy a company that already has significant data- resources.

Analytics 46

Analytics outsourcing Enterprise Marketing 46

Stafford Communications

SEPTEMBER 10, 2019

Thinking about outsourcing or co-sourcing? With our low turn-over rate and ability hire a team that is passionate about providing extraordinary service to your customers, we may be the right fit for your outsourcing needs. Consulting & Compliance. Stafford Communications Can Help. Healthcare.

Call Center 40

Call Center outsourcing Healthcare Advertising 40

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. 4 Strategies to Outsource Telephone Triage . Outsourcing to Call Center Offers Efficiency and Savings. Speak to our qualified business consultants today to get started with your customized, affordable package. Finding the Appropriate Path to Ensure Growth.

Contact Center 60

Contact Center Management Journey mapping Interactive Voice Response 60

Call Experts

NOVEMBER 20, 2019

In 2019, Salesforce forecasts a "sustained and solid U.S. 4 Strategies to Outsource Telephone Triage . Outsourcing to Call Center Offers Efficiency and Savings. Speak to our qualified business consultants today to get started with your customized, affordable package. Finding the Appropriate Path to Ensure Growth.

Call Center 49

Call Center Management Contact Center Journey mapping 49

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

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. Not even close, really.

outsourcing 121

outsourcing Call Center Consulting Consulting 121

DMG Consulting

APRIL 16, 2019

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. who interact with them. We’re at a major and exciting inflection point.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Alorica

MARCH 5, 2019

Global BPO Provider Captures Awards for Consulting Practice of the Year, Training Practice of the Year and Outsourcing Provider of the Year IRVINE, Calif. – (March 5, 2019) – Celebrating its 20th year in business, Alorica Inc.,

Customer Service 9

Customer Service outsourcing Consulting Consulting 9

Callminer

AUGUST 6, 2019

Customers are also taking help from the agents to reach their final decision, and because of that more customers are speaking with the agents for consultation. As time went on and capabilities expanded, soaring costs and management challenges ultimately made the case for many businesses to contract outsourced call center solutions.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

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

By the way, don’t forget to check out the report we just released: On the Horizon: Customer Service Trends in 2019. About 50% were executive, director, or manager level, with the rest an even mix between IT managers, consultants, analysts, and corporate executives. Report # 1: The US Contact Center Decision-Maker’s Guide 2018-19.

Contact Center 57

Contact Center Call Center APIs Technology 57

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

ChurnZero

JANUARY 13, 2022

Matt will be growing FintechOS’ customer success and consulting teams in a hyper-growth global context and will work with the company’s client executives and strategic partners. Matt has over 20 years of experience in IT delivery in consulting and outsourcing environments across significant sectors. Follow Marla on LinkedIn.

Chief Customer Officer 98

Chief Customer Officer SaaS Engineering Consulting 98

CSM Magazine

DECEMBER 15, 2022

According to international outsourcers CGS, 80% of consumers feel more emotionally connected to a brand when customer service solves their problem and 30% of consumers are willing to pay more for excellent service, a 6% increase over 2019. Jade Turley is Senior Business Intelligence Consultant at Calabrio. About the Author.

Coaching 52

Coaching Analytics Feedback outsourcing 52

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

Fonolo

JUNE 9, 2014

For some outsourced call centers (BPOs), missing a service level could result in financial penalties — or even the loss of their contract! With so much riding on this metric, it’s shocking to see how many call centers choose their service level arbitrarily, or with minimal consultation. ” – 2019.

Service level 96

Service level Call Center Abandon rate Metrics 96

CX Global Media

JULY 10, 2019

Jim has 30+ years of contact center outsourcing experience in inbound, outbound, chat operations, and social media management spanning across the globe; His expertise includes operational performance management, e-commerce sales and service with an impeccable track record of innovation and advanced business intelligence.

Contact Center 120

Contact Center Morale Coaching Analytics 120