Outsource Consultants

JANUARY 24, 2022

Little did we know that the issues the outsourcing powerhouse was currently facing were about to be dwarfed by considerably larger obstacles. Let’s take a look at how the potential threats we covered in 2019 have played out, and how the Philippine call center industry has faced the additional difficulties initiated by the pandemic.

outsourcing 128

outsourcing Real estate Government Call Center 128

Outsource Consultants

OCTOBER 11, 2021

There’s a healthy debate rolling across businesses that rely on BPO services: what’s the right contact center balance between voice and non-voice services? Here are the most common non-voice outsourcing priorities of 2021 — and why they matter. Provide timely responses by outsourcing support.

Customer Support 117

Customer Support outsourcing Customer advocacy Contact Center 117

COPC

MAY 31, 2022

The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole. COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 emerged as a training and certification entity for the outsourced service providers.

Best practices 104

Best practices Customer Experience outsourcing Consulting 104

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?

Call Center 128

Call Center outsourcing Government Marketing 128

Outsource Consultants

JUNE 28, 2021

The Q4 call center staffing crunch is real. Contact center business leaders that outsource services to BPO providers often struggle to field enough qualified agents ahead of the end-of-year push. In short, call center staffing is becoming a game of musical chairs between you and your competitors. And it’s coming.

Call Center 76

Call Center outsourcing Outbound sales Contact Center 76

COPC

SEPTEMBER 26, 2022

a global customer experience (CX) consulting firm, announces the launch of its 14-part Employee Engagement Research Series. s employee engagement research were to learn how content contact center staff feel about their jobs, understand what drives employee satisfaction and identify differences between countries. About COPC Inc.:

Employee engagement 52

Employee engagement Business Process Outsourcing Benchmark Contact Center 52

TechSee

APRIL 10, 2018

Gartner reports that the worldwide customer management BPO market is expected to grow at a compound annual growth rate (CAGR) of over 5.2% (CAGR 2016 through 2021). By 2021, Gartner estimates the market will increase in size to approximately $46 billion. Capturing the opportunity.

Call Center 139

Call Center Technology outsourcing Self service 139

COPC

MAY 31, 2022

The latest updates, announced in August 2021, reflect the growing use of digital support technologies and consider the service journey as a whole. COPC CX Standard for Customer Operations and COPC CX Standard for Contact Centers, Release 7.0 emerged as a training and certification entity for the outsourced service providers.

Best practices 52

Best practices outsourcing Consulting Consulting 52

DMG Consulting

JANUARY 20, 2022

While a large number of enterprises reported record earnings in 2020 (and indications are very positive for strong results in 2021), others either closed their doors or were kept afloat by government support and subsidies. As of the end of the first half of 2021, total revenue for vendors that offer contact center WFO suites was $1,895.9

Enterprise 54

Enterprise Contact Center Employee engagement Virtual Agent 54

Enghouse Interactive

MAY 28, 2021

Guest post by Phil Riley, S.Tel Consultants. Previously, customer contact has often been limited to office and telephone interactions. Out-of-hours repairs and duty lines can be delivered in this way avoiding expensive outsourcing costs for services which can often be unreliable.

Customer Service 119

Customer Service Self service Government Banking 119

TechSee

JANUARY 5, 2021

In addition, many enterprises are choosing to outsource some or all of their field work to third-party service contractors, adding additional complexities in enforcing any employer-mandated vaccination policy. Vaccination Policies for Contact Center Agents. A new year. A new era in the COVID-19 pandemic.

Real estate 109

Real estate Contact Center Surveys Enterprise 109

Monet Software

MARCH 26, 2020

According to Digital Journal, over 90% of all enterprises project to use cloud platforms to innovate and improve agility by 2021. For example, you’ll want to decide which technologies to keep inhouse and outsource—it’s not all or nothing. Not all parts of your contact center solutions need to be outsourced.

Coaching 71

Coaching outsourcing Strategic Value Enterprise 71

COPC

AUGUST 5, 2021

WINTER PARK, Fla. — (August 5, 2021) — COPC Inc., a global consulting, training, certification, benchmarking and research firm that has set the standard in customer experience (CX), is pleased to announce Release 7.0 of the COPC Customer Experience (CX) Standard with specialized editions for Customer Operations and Contact Centers.

Customer Experience 45

Customer Experience Benchmark Employee engagement Best practices 45

Call Experts

DECEMBER 10, 2020

I believe that by the time we get to the end of 2021 if everyone gets vaccinated and we continue to implement the public-health measures that I have been talking about incessantly over the last several months.” Just contact us here. Understand forecasts and consult experts carefully.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Consulting Consulting 52

Talkdesk

SEPTEMBER 8, 2020

Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Vistio

JUNE 29, 2021

Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO). You have a long career in analyzing and consulting on front office BPO ecosystems, including contact center outsourcers, CRM technology players, offshore development agencies, and industry associations.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

Skybridge

AUGUST 10, 2020

But in his recent article for Forbes, writer and consultant, Stephen Wunker, makes a compelling argument for doing so – and starting now. I say “ just about every customer contact center” because there were a handful of customer care providers – Skybridge Americas included – who were ready. You can read it here.

Customer Care 52

Customer Care Healthcare Contact Center outsourcing 52

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. Know the latest call center trends. Contact center software has evolved as customers’ expectations and needs have shifted with the rise of mobile devices and social media.

call center software 140

call center software Best practices Call Center Interactive Voice Response 140

Global Response

DECEMBER 13, 2022

Companies who can’t afford the bandwidth to hire, train and maintain a team in-house should consider outsourcing their customer service teams to a trusted partner. In 2021, 85% of brands surveyed say they offer personalized experiences, but only 60% of customers agree. Yet, it’s an area that many teams shortcut.

Customer Experience 71

Customer Experience outsourcing Average Handle Time Personalization 71

Outsource Consultants

JANUARY 19, 2023

If your company isn’t currently feeling the sting of rising outsourcing costs, consider yourself incredibly lucky. Likewise, nearshore BPO providers became more popular – and costly – as demand spiked due to more companies replacing their domestic call centers with less expensive Latin American providers.

outsourcing 67

outsourcing Government Call Center Telecommunications 67

CCNG

OCTOBER 19, 2022

Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. Martech Alliance, 2021) Customer-obsessed businesses expect to be 7x more relevant to customers, 5x more likely a top provider of products, and 4x more profitable.

Customer Experience 195

Customer Experience Journey mapping Metrics Surveys 195

Outsource Consultants

NOVEMBER 1, 2021

Like many leaders, you’ve probably realized you’re getting more inquiries than you can handle, and you’re looking for contact center strategies to deploy as demand spikes. and foreign call centers overwhelmed with climbing demand, even this option is hard to come by. You’re busy. You’re understaffed. But you don’t have to.

Customer Experience 135

Customer Experience Interactive Voice Response outsourcing Self service 135

CSM Magazine

FEBRUARY 14, 2023

Melissa Copeland, Principal at Blue Orbit Consulting reveals six predictions for a successful contact center in 2023. Contact Center success comes from the appropriate updates to all three elements of the Customer Service Trilogy: Platforms People Process Another way to think of this triad is technology, labor, and culture.

Contact Center 52

Contact Center outsourcing Business Process Outsourcing Consulting 52