Anexa BPO
AUGUST 11, 2022
Based on this data, it’s clear that customer satisfaction has never been more critical, and in fact, it’s the single most deciding predictor of success in 2022. Incorporating a robust suite of customer-centric outsourced services can make the difference in a company’s ability to meet the expectations of the discerning 2022 consumer.
Fonolo
MARCH 8, 2022
Industry Report: State of the Contact Center 2022. Put simply, your call center workforce refers to your agents. Try compiling every IVR message, email, average handle time, and more into a spreadsheet. What’s in Store for Call Center Workforce Management in 2022? Agent burnout. Shift scheduling systems.
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Outsource Consultants
JANUARY 3, 2024
Grading our 2023 BPO Industry Predictions Prediction: Agent Morale is 2023’s Top Priority In late 2022, we heard from new clients that a key concern for 2023 was partnering with BPO vendors adept at managing rising attrition rates. Prediction: The Rapid Shift from IVR to IVA Powered by AI Why?
Fonolo
JANUARY 25, 2022
Although it sounds technical, WFO is just a fancy way of speaking to the management of all things call center-related in a way that boosts agent productivity and overall call center performance—however, there is a lot involved in developing a successful WFO strategy, and we have you covered with all the details. Agent onboarding and training.
Outsource Consultants
JUNE 15, 2022
As of March 2022, the United States Food and Drug Administration was reporting shortages of 169 medications. As manufacturers try to catch up with these very specific demands, agents may begin to see an increase in calls or messages requesting information on restock dates or alternative options. The Impact on Contact Centers.
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