Select VoiceCom Blog

MAY 10, 2023

In recent years, outsourcing has become a business strategy for scaling operations while managing expenses. According to a Deloitte study, 52% of executives outsource business functions. With this rapid expansion, ecommerce companies use outsourcing to extend their operations and meet demand. billion by 2025.

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BlueOcean

JUNE 17, 2021

For many organizations, in-house customer care feels like the right choice. It keeps you close to your customers and ready to serve them with your exhaustive knowledge of your products or services. Customer care is often a 24/7/365 job, and the slightest disruption has the potential to impact your reputation and brand loyalty.

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outsourcing Contact Center Customer Care contact center workforce 71

CSM Magazine

JULY 2, 2021

Why You Need to Outsource Call Center Answering Services. There are many reasons why you might want to outsource to the call center market. You may be new to outsourcing and wondering how exactly this service can help you. In 2021, the Telemarketing & Call Centers sector in the USA would have a market share of around 24.2

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Answering services outsourcing Call Center Business Process Outsourcing 52

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. IntouchCX and Beliveo are leaders in the customer care industry, focused on pairing the highest customer experience with best-in-class technology.

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Contact Center Business Process Outsourcing outsourcing Call Center 119

CCNG

OCTOBER 19, 2022

of CMOs agree or strongly agree that amazing customer experiences provide a powerful competitive advantage. Martech Alliance, 2021) Nearly half (48%) of survey respondents said the customer experience they deliver falls below or significantly below their customers’ expectations. (Acquia, 2019) 78.5%

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TechSee

APRIL 10, 2018

Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. By 2021, Gartner estimates the market will increase in size to approximately $46 billion. Capturing the opportunity.

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Call Center Technology outsourcing Self service 139

Anexa BPO

SEPTEMBER 5, 2021

Although few of today’s organizations are going to these lengths to harness customer loyalty, this type of high-touch service is rapidly becoming the norm. The looming horizon – and gold standard – for 2021 customer service (and beyond) is for complete customization of the process from start to finish (i.e.

outsourcing 40

outsourcing Customer Experience First call resolution Analytics 40

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. With it, you’re one significant step closer to delivering an exceptional customer experience. But customer care volume forecasting typically relies heavily on historic trends.

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outsourcing Customer Care B2B Contact Center 62

Fonolo

APRIL 20, 2021

They can help reduce wait times while maintaining the standard of customer service that your organization has worked hard to level-set. Your Guide to Call Center Outsourcing in 2021. If you or the decision-makers in your organization are wary of outsourcing voice calls, fear not: there are other options.

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BlueOcean

MAY 13, 2021

Where Does Customer Care Sit in All of This? Despite the introduction of these three new motivators of brand loyalty after COVID-19 reshaped the market, customer experience still reigns supreme. What worked in 2019 may not work in 2021 or 2022. Consumers do, after all, still have choices available to them.

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Average Handle Time outsourcing Customer Care Sales 62

CSM Magazine

FEBRUARY 17, 2022

As technologies and consumer expectations develop, the customer service landscape is evolving at an accelerated rate. Arguably, in 2021 the industry experienced a seismic shift. Customers (and companies) faced unprecedented problems causing query volumes to spike, which put huge pressure on customer service teams.

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Customer Service Chatbots Customer Care B2B 98

aircall

OCTOBER 22, 2021

What does this all mean for customer support teams? According to Aircall’s 2021 eCommerce Customer Service Experience Report, the most common reasons people seek customer service are to: Get delivery status updates (51%). Do you need to outsource support? . A lot more incoming calls. Preferred channels.

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call center software Call Center call center solutions Interactive Voice Response 62

BlueOcean

DECEMBER 21, 2020

In our world of customer care, empathy has always been the cornerstone, the key to happy customers and happy clients. Impacted by the pandemic, unemployment, health issues, wildfires, lockdowns, and endless other challenges, customers needed a point of human connection more than ever before.

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Skybridge

AUGUST 10, 2020

As he argues convincingly for “Scenario Planning,” Wunker points to the reality that just about every customer contact center has been living since March of this year: “ While some were poised to respond to the turbulence that coronavirus introduced to business environments, most were not.” . You can read it here. Macalester College in St.

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Customer Care Healthcare Contact Center outsourcing 52

Select VoiceCom Blog

MARCH 1, 2023

Call Centre Customer Service Statistics and Trends to Know The Role of Call Centre Customer Service Call centres cover various tasks, including customer care, assistance, troubleshooting, or simply forwarding calls. They serve as the front line of your company in providing excellent customer service.

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Pipkins

SEPTEMBER 11, 2020

David Borden has joined our customer care department. We have found that there is a growing niche of businesses that outsource their entire operations to BPOs or other agencies. The first installment will be discussing the art of scheduling and will feature the expertise of Customer Care Director, Jim Hogan.

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contact center solutions Call Center Customer Care outsourcing 69

Select VoiceCom Blog

MARCH 16, 2023

million new business applications in 2021, surpassing the 4.1 What better way to showcase your unique selling proposition than by offering superb customer service? What is E-Commerce Customer Service? E-commerce customer service is when businesses provide customer service to consumers purchasing from online stores.

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Customer Service Multi-channel support Chatbots Customer retention 52

Fonolo

JANUARY 30, 2019

. “I think that Avaya is focusing on coexisting with other collaboration vendors, rather than replacing them … They realize that they need to be able to operate in environments that may have Slack, Microsoft or Cisco … and are looking at ways to expand integration into Avaya’s customer care solutions.” Jeremy Watkin.

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Contact Center Call Center Analytics outsourcing 57

JustCall

AUGUST 18, 2022

Given this rampant popularity, it should come as no surprise that the VoIP market is slated to grow at a CAGR of 15% and achieve a valuation greater than USD 95 billion for the forecast period 2021 to 2027. The provider could be your in-house team, or the service can be outsourced to experts.

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voip Interactive Voice Response outsourcing Engineering 52

BlueOcean

JANUARY 20, 2022

In a world where the customer experience matters more than ever, the decision to outsource your customer care has significant impact on your brand and its reputation. When it comes to cost-effectiveness, consider the economics of outsourcing to a Canadian contact center as a US-based business. Are you dreading it?

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outsourcing Contact Center Customer Care Best practices 62

BlueOcean

MARCH 31, 2021

This inevitably translates to higher contact volume in the customer care realm. No longer did people have to wait until that 5 ‘o’ clock hour to make that phone call to customer service. But it also made an impact on customer behavior, particularly with self-service customer care. Omni-Channel Patterns.

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Customer Care Self service Contact Center Healthcare 62

BlueOcean

FEBRUARY 10, 2021

After a year flirting with the ever-present “pause” button, we’re seeing many more businesses hit the gas on their customer care program—in particular, seeking out the right outsourced partner. The post It’s 2021. Sound like a familiar scenario? If so, the RFP is about to become the friend you love to hate.

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