The Northridge Group

AUGUST 23, 2022

The Contact Center is increasingly serving as the face of a company for customers. Contact center associates are often the only people within a company that most customers will ever get the chance to interact with. Download Northridge’s 2021 State of the Customer Service Experience Report for additional CX insights.

Healthcare 120

Healthcare Contact Center outsourcing contact center associations 120

Ansafone

JANUARY 26, 2021

While customer service is an integral part of any company, one thing to consider is whether the customer service can be outsourced or not. Outsourcing your customer service is an excellent idea for many companies to free up … 5 Reasons Why Your Business Should Outsource Customer Service in 2021 Read More ».

outsourcing 71

outsourcing Customer Service Contact Center Call Center 71

COPC

NOVEMBER 5, 2021

As a result of the changes since the onset of the COVID-19 pandemic, brand leaders are rapidly addressing their outsourcing partnerships in 2021 with enhanced work-from-home (WFH) and drastic competitive sourcing strategies. hosted as part of this fall’s Execs In The Know’s Customer Response Summit. WFH Insights.

outsourcing 52

outsourcing Contact Center Journey mapping Best practices 52

Spearline

JUNE 2, 2022

It’s been widely noted that the last two years of pandemic have forced an acceleration of the digital transformation of many companies, not least those operating contact centers. So what are the contact center trends for 2022? And, more specifically, what are the contact center technology trends for 2022?

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Contact Center Technology Cloud contact Business Process Outsourcing 98

WiserOwl Blog

NOVEMBER 18, 2022

But just because a business unit is important does not mean it cannot be outsourced or have budgets cut—in 2021, the growing outsourcing market was estimated at $246 billion. The post Why Contact Centers and IT Risk Cuts or Being Outsourced, and How To Fix It appeared first on WiserOwl.

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outsourcing Contact Center Marketing 52

BlueOcean

JUNE 17, 2021

We also took a look at how outsourcing your customer care to the right contact center partner may enable your organization to circumvent these obstacles without sacrificing commitment to your customers. The challenging part of business continuity in the contact center is just how many variables there are.

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outsourcing Contact Center Customer Care contact center workforce 71

TeleDirect

JANUARY 28, 2021

Since 2020 brought so many unprecedented challenges, year-end planning and projections for 2021 might not be on your radar – but they should be! Upgrade or establish a call center. With a professional contact center, including capable inbound & outbound services, will help your business retain existing clients and capture new ones!

Customer Service 111

Customer Service Business Process Outsourcing outsourcing Upselling 111

Fonolo

OCTOBER 7, 2021

That’s why it’s more important than ever to have a superior customer service strategy — that includes ensuring your retail contact center operations are optimized for a smooth customer experience. The Contact Center Guide to Managing Spikes in Call Volume. Why retail call centers are so important.

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Contact Center Call Center Interactive Voice Response outsourcing 141

BlueOcean

JULY 13, 2023

In 2021, the championship went forward but with many restrictions. The post Championing the Championship: Outsourced Customer Care for a National Sports Association [A Case Study] appeared first on Blue Ocean. Every year, this national sports association holds their annual pro championships. By 2022, fans were starved for action.

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Customer Care outsourcing Customer Service Contact Center 110

Fonolo

APRIL 1, 2021

Customer experience (CX) continues to be a hot topic in the contact center world. Explore Contact Center Trends for 2021. Jeremy Watkin is a contact center industry leader with over two decades of experience. Blair Pleasant is a top unified communication and contact center analyst.

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Customer Experience Contact Center Consulting Consulting 142

Outsource Consultants

AUGUST 15, 2022

As the medical industry experiences higher demand for service and a staffing shortage, outsourcing options have become more pivotal to keeping things running than ever before. Many clinics and hospitals are shifting common inquiries previously handled by internal staff to outsource call centers , where overflow can be better accommodated.

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outsourcing Healthcare Contact Center Call Center 67

CSM Magazine

DECEMBER 7, 2020

Striking a balance between efficiency and customer experience has been a staple of good contact center strategy. Recent global trends and changing cultural shifts are going to require contact centres to add a third critical element to succeed in a dynamically changing world: extreme digital CX agility.

Contact Center 52

Contact Center outsourcing Analytics Chatbots 52

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.

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outsourcing Real estate Government Call Center 128

Hodusoft

MARCH 13, 2024

Optimizing Customer Support in the Financial Sector: How BPO Contact Centers Can Add Value In the present age, financial institutions are grappling with a wide range of challenges. billion in 2021 to USD 205.32 BPO contact centers are equipped with specialized knowledge in financial products and services.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Helpware

NOVEMBER 15, 2022

Over the past few years, contact center outsourcing services have undergone a major transformation. With the advent of cutting-edge technologies, call center outsourcing companies in USA and other locations around the globe can now provide a much higher level of customer service to the joy of satisfied customers.

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Contact Center Technology outsourcing call center software 52

Quality Contact Solutions

MARCH 25, 2021

Aurora, NE (March 25th, 2021) Quality Contact Solutions, Inc (QCS) , a leading outsource telemarketing company in the U.S., Langenberg ’ s experience spans more than twenty years in the telecommunications , o utsource telemarketing, and contact center industries.

Telemarketing 98

Telemarketing outsourcing Management B2C 98

BlueOcean

JUNE 10, 2021

We took a deep look at recent data published by Ryan Strategic Advisory , surveying more than 600 contact center decision-makers. What’s the Outlook for Contact Center Budgets? For contact centers, things got tight as many saw a sustained drop in contact volume. But that data is a little deceptive.

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Customer Care outsourcing Contact Center contact center solutions 62

COPC

OCTOBER 13, 2021

This blog entry was written in conjunction with our upcoming Optimizing Post-Pandemic Contact Center Outsourcing Relationships pre-event workshop during Execs In The Know’s Customer Response Summit. Please register here to attend the event on Monday, October 18, 2021, from 11:00 AM – 12:30 PM ET/8:00 AM – 9:30 AM PT.

Best practices 52

Best practices outsourcing Contact Center Call Center 52

Ansafone

DECEMBER 18, 2020

There are many ways that Covid-19 will affect … The Effects of COVID-19 on Business in 2021 Read More ». The post The Effects of COVID-19 on Business in 2021 appeared first on Ansafone Contact Centers. This change in habits will force many companies to change the way they conduct business as well.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Call Center 101

Ansafone

FEBRUARY 28, 2021

As businesses move into 2021 and prepare for the future, they must stay on top of all customer service trends that show up. Providing the best customer service at all times is imperative to growing a business and seeing more profits, even in 2021.

Customer Service 77

Customer Service Contact Center Multichannel outsourcing 77

Ansafone

OCTOBER 1, 2021

A contact center thrives through the use of technology. In 2021, contact center customers expect a company’s technology to meet the demands of the modern age. Fortunately, the right contact center technology can help agents and management achieve excellent customer service consistently and efficiently.

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Contact Center Technology Customer Experience Customer Service 62

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees. unemployment rate was 5.4% Don’t despair.

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Contact Center Management Agent burnout Interactive Voice Response 73

Transparent BPO

DECEMBER 17, 2021

17, 2021 – Industry veteran Dean Birtwell is joining Transparent BPO as Vice President of Business Development. He reports to Scott Newman, CEO of Transparent BPO, a global contact center and business process outsourcer. Sales Executive Brings Deep Background to Management Ranks Rockville, MD, Dec.

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Business Process Outsourcing outsourcing Contact Center Sales 118

Ansafone

JUNE 30, 2021

Your call center must offer bilingual support to all potential callers, regardless of language. Foreign-language customers deserve … Bilingual Support is a Customer Service Necessity in 2021 Read More ». The post Bilingual Support is a Customer Service Necessity in 2021 appeared first on Ansafone Contact Centers.

Customer Service 62

Customer Service Call Center Contact Center Customer Support 62

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.

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Customer Support outsourcing Customer advocacy Contact Center 117

ShepHyken

OCTOBER 26, 2020

Predictions 2021: B2B Marketers Build Digital Pathways To Distanced Businesses by Lori Wizdo. The State of the Contact Center in 2020 | Industry Report by Ben Ringshall. The State of the Contact Center in 2020 is a far cry from where we expected it to be this time last year.

Customer Service 223

Customer Service Customer centricity B2B Contact Center 223

Fonolo

APRIL 27, 2021

That’s why it’s become increasingly important for businesses to upgrade their call center technologies, processes, and staffing practices to get ahead of the call-spike curve — ideally without breaking the bank. The Contact Center Guide to Managing Spikes in Call Volume. 7 Ways to Lower Your Call Center Spending.

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Call Center outsourcing Abandon rate Gamification 128

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. The Impact on Contact Centers. The Impact on Contact Centers. The Impact on Contact Centers. Online Shopping is King.

Automotive 128

Automotive Transportation Contact Center Agent burnout 128

Call Experts

MAY 20, 2021

Business process outsourcing is a method of subcontracting various business-related operations to third-party vendors. . What is business process outsourcing? BPO is deemed “offshore outsourcing” if the contract is sent to another country with political stability, lower labor costs, and tax savings. Contact us.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Outbound sales Surveys 52

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? We’re also seeing demand for African markets begin to take off.

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Call Center outsourcing Government Marketing 128

Fonolo

JUNE 22, 2021

Despite advancements in customer service technology and automation, one thing hasn’t changed: people remain fundamental to the success of a contact center. With this in mind, it’s important that your best agents are happy and engaged enough with their work to stay put and make your contact center successful. Call-backs.

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Call Center call center software Employee engagement Gamification 151

Fonolo

APRIL 29, 2021

Once you establish the functions of your call center, you will be better able to anticipate costs involved. Why the Future of the Contact Center is Remote. The next thing to consider is the location of your call center. The tools and resources you need will depend on the type of call center you are establishing.

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Call Center outsourcing CRM Technical Support 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

ShepHyken

NOVEMBER 4, 2022

According to Statista (2021), 57 percent of companies use BPOs so that they can concentrate on core issues and operations of their businesses and minimize costs. By outsourcing the work relating to CX analytics, BPOs can delve deeper into tapping the requirements of customers as well as implement effective strategies to meet their needs. .

Customer Experience 162

Customer Experience Scripts Self service outsourcing 162

BlueOcean

NOVEMBER 28, 2022

I got to sit down with Lucas Fuentes, Vice President of Training & Development at ONQ, a global leader in outsourced revenue cycle management. No wonder they awarded him the title of World’s Best Contact Center Trainer that year. I’m so excited for you to listen to our latest episode of Deep CX: A Blue Ocean Podcast.

Healthcare 62

Healthcare Contact Center outsourcing Best practices 62

Fonolo

APRIL 13, 2021

Managing call spikes during peak periods in your call center can seem like an insurmountable challenge. Whether you’re in retail, healthcare, or the financial industry, understaffed contact centers coupled with increased call volumes create stressful moments for you and your agents. The ROI of Call-Backs for your Call Center.

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Call Center Abandon rate outsourcing call center professionals 125

Transparent BPO

MAY 6, 2021

Industry Veteran to Lead Philippines Operations Rockville, MD, April 29, 2021 – Steve DeBari has been appointed as Vice President of Operations of Transparent BPO, a global contact center and business process outsourcer. He reports to Lance Hale, President, Transparent BPO.

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Business Process Outsourcing outsourcing Contact Center 62