Is Cloud Computing Services a new mode of Business Process Outsourcing?


Cloud is a new form of outsourcing that turning traditional BPO to BPaaS. Cloud computing offer instability, indistinctness, complexity through automation and analytics to bring business success. Let’s take a sneak peek of how Business Process Outsourcing (BPO) implementing cloud automation:-. The Design: It is the process where software artifacts are made to accomplish goals using a set of primitive components and subject to constraint.

Tips for Client Communication Strategies During COVID-19


Communication is key for any business, and it has become increasingly more challenging during the current COVID-19 pandemic. Ansafone Contact Center customer service analytics ansafone BPO business process outsourcing call center operations callcenter contact center medical omnichannel outsourcingBeing able to reach out to your customers and provide them with the information they need will help maintain relationships and connections.


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First Notice Of Loss Should Be Customer Focused


Quickly evolving customer service expectations and the use of data and analytics to capture holistic customer views is informing the push toward customer centricity. FNOL Uncategorized business process outsourcing insurance insurance contact centerThe insurance industry has made great strides in keeping pace with the rapidly changing marketplace. The trends transforming the industry today include customer centricity and emotional relationships.

Looking Ahead: Predicting the Future of BPOs [Live Discussion]


For decades, companies have turned to Business Process Outsourcing (BPOs) as a way to cut costs and create efficiencies. This is especially true in the call center space where the term “BPO” is often used interchangeably with “outsourced call center”. In the last few years, the call center outsourcing industry has seen revenues crossing $140 billion. Concentrix Analytics Practice Lead.

Analytics alone won’t improve your customer experience – introducing The Cortex


As digitalisation continues to shape the way we live and work, data is one of the most valuable assets to businesses and organisations today; and unlocking the value of this data is key to providing positive customer experiences and remaining relevant and competitive. The post Analytics alone won’t improve your customer experience – introducing The Cortex appeared first on Business Process Outsourcing Services | Merchants.

Firstsource Leverages Analytics to Set New Benchmarks


In a recent article , Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes to a variety of challenges.


The team is in Washington this month


We are sending our team to Washington, USA where they will be presenting an interactive session of Customer Experience being driven through analytics, this can result in driving big changes in business through some easy to implement tweaks in your processes. The post The team is in Washington this month appeared first on Business Process Outsourcing Services | Merchants.

How Tech improves the airline customers’ experience?


Merchants expert in Aviation, Devendra Govender highlights how technology and big data analytics are shaping the airline industry to create better customer experiences. appeared first on Business Process Outsourcing Services | Merchants. The post How Tech improves the airline customers’ experience? Articles

Top 5 contact centre trends in 2018 and beyond


Thanks to new digital capabilities, better analytics and the cloud, 2018 continues on its trajectory to place the customer experience (CX) at the heart of the organisation. The post Top 5 contact centre trends in 2018 and beyond appeared first on Business Process Outsourcing Services | Merchants. We know a great customer experience is shown to grow loyalty, revenue and employee engagement.

Comparing and Purchasing Call Monitoring Software: 20 Experts Reveal the Biggest Mistakes Companies Make (and How to Avoid Them)


To help you avoid common mistakes in this process, we scoured the web for expert insights and reached out to a panel of call center and QA professionals, asking them to weigh in on this question: “What’s the number one mistake call centers make when it comes to comparing & purchasing call center monitoring software?”. Michael Replogle is a tenured call center operations and outsourcing executive at CustomerServ with over 30 years of experience. Formalize your QA process.

4 Measurements of CX Success in the Outsourced Contact Center


When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. It is one of the strongest expansion levels of any outsourcing market sub-segment. Likewise, with outsourced agents potentially catering to the needs of multiple organizations at one time, it can become difficult to prioritize the needs of one organization over another. Transparency into agent performance and processes.


Call Center Showdown: Artificial Intelligence or Live Agents?


As a leading business process outsourcing (BPO) provider for the call center industry, TeleDirect knows all about the supposed obsolescence of live agents – and we’re here to say, nothing could be further from the truth. And while certain elements (chatbots and analytics, for example) are certainly impressive, the technology isn’t up to speed yet. Get in Touch with TeleDirect Today: Enjoy Full-Service Live Agents, Professional Outsourcing & More!

3 tips on how to scale your contact center for the seasonal rush


To meet the demand, businesses will need to scale their technology and their people. Choose a cloud-native contact center technology For effortless seasonal scaling, businesses need a contact center solution that is easy to use and requires minimum training, resulting in fast adoption.

[Slideshare] Looking Ahead: Predicting the Future of BPOs


Companies have been outsourcing their call centers for decades to lower costs, increase productivity, and enable scaled-up customer support during peak times. It is so prevalent in the call center space that the term “Business process outsourcing” (BPO) is often used interchangeably with “outsourced call center.” In the last few years, the call center outsourcing industry has seen revenues crossing $140 billion. Concentrix Analytics Practice Lead.

How Hiring a Call Center Supports Your Business Goals in 2019


Did you meet all of your business goals in 2018? 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! How can a professional outsourced call center do all this and more?

Beyond the Call: Measuring how agent behavior affects post-call outcomes


The scope of speech analytics has traditionally been centered around what happens during the call itself: tracking agent behaviors and enabling coaching at a conversational level. Many organizations have business goals centered around post-call outcomes like the results of an NPS survey, a completed sale, or an attended appointment, so it’s critically important to be able to analyze this type of metric.

How to Handle High Call Volume During the Holidays: Tips & Tricks to Deliver Outstanding Customer Service


Business is busier than ever. If anything, you’re expected to deliver exceptional service above and beyond normal capacity, despite the uptick in business. TeleDirect’s business processing outsourcing (BPO) expertise, including our call center platform and contact center services, enable your business to keep pace with ultra-busy business periods, including the always important holiday season. Get into the analytics game.

How Do You Measure Success in BPO Call Centers?


BPO (Business Process Outsourcing) is an industry experiencing rapid growth, with predictions that it’ll reach $3 billion in the next few years. While there are many advantages for businesses, a BPO call center needs to perform a few key functions, like fast onboarding, agent monitoring, and data measuring, in order to truly be effective. But, what else should an outsourced call center be keeping in mind? Process Adherence.

On-demand Economy Drives Customer Service as a Service – From Home…


The Harvard Business Review reports that the on-demand economy is attracting more than 22.4 Equipped with a computer, network connection and business process management tools, agents can often set their own schedule or be activated during the company’s busy times or seasons. of the workforce—work from home at least half the time, Global Analytics Workplace reports, many of them in customer service roles.

WFO’s Journey into the Future

DMG Consulting

Other WFO applications that are part of feature-rich WFO suites include speech/text analytics, surveying/voice of the customer (VoC), performance management, desktop analytics (DA), gamification, eLearning and coaching. WFO applications are now available from a variety of vendor categories, including the WFO suite vendors, stand-alone vendors, contact center infrastructure providers, consulting firms and business process outsourcers (BPOs).

BPO Outsourcing Benefits for the Insurance Sector


On the other hand, BPO or Business Process Outsourcing which basically refers to transferring a part of one’s business to 3rd party vendors on a contract basis is gaining popularity. Almost every sector today is growing profoundly by incorporating Outsourcing services in its business. Like every other sector, insurance also hopes to improve its position by holding hands with outsourcing firms and things so far have worked in favour of both.

Service Spotlight: Real Results for Real Estate


One underrated aspect – yet nonetheless critical – of high achievement in the real estate industry has to do with business process outsourcing (BPO). How will an outsourced solution handle crucial information? And will my transactions remain secure throughout the entire process? Real estate businesses are just like other enterprises in that they’re interested in firming up their bottom line – and that means eliminating unnecessary expenses.

How We Helped a Global Financial Organization Deploy and Support WFH Agents in Less Than Two Hours


With COVID-19 continuing to spread and wreak havoc across the globe, we’ve been busy working with our existing and new customers to help them manage the unprecedented—and unexpected—effects. While the situation evolves, we know with certainty that the cloud is the only viable solution for contact centers to transition their agents to safely work from home and meet increased demand while maintaining positive customer experiences and business continuity.

Call Recording for BPOs


The business process outsourcing (BPO) market is very unique in that everything an outsourcer does is for the benefit of its clients. Outsourcers take on the responsibility of handling another business’s sales, or customer service, and often times even the client’s compliance responsibilities and liabilities. Full, open interoperability with other systems - CRM, speech analytics, etc.

Improve Your Client Service & Overall Customer Experience with an Efficient, Expertly Outsourced Call Center


And therein lies the conundrum of achieving call center excellence: Spend too much time focused on your call center, and other core business responsibilities suffer. But with TeleDirect’s expert, on-point, completely outsourced call center platform in your corner, it’s certainly easier – and much more affordable – than you think. At TeleDirect, our business is all about giving your business a superior call center. Reporting & analytics. Business Solutions

Call Center Surveys: Ensuring Customer Satisfaction


With information from these surveys, companies are better equipped to handle the ever-changing business landscape – and up to date customer feedback is an integral element of a well-rounded customer satisfaction program. But not all businesses outsource this important part of customer service. Some businesses try to handle call center surveys by themselves. Peripheral service information and analytics. Business Solutions

In 2020, Technology Alone Won’t Transform Your Contact Center


Today, that solution unifies everything from customer engagement to quality management to analytics. As I travel around the world talking to Serenova customers, partners and industry analysts about why organizations choose to do business with us, there is a clear common thread: our people. Throughout the year, I’ll outline specific enhancements we’re integrating into our implementation model, professional services processes and support offerings. Proven Processes and Tools.

Service Spotlight Series: Why Hiring TeleDirect’s Call Center Should Be the Next Move for Your Retail Store


From the decline of brick-and-mortar establishments to skyrocketing online sales ( more than half of Americans prefer to shop online ), retail is tougher than ever for small, medium, and large businesses – especially if you lack a two-way communication strategy with your clients. Your retail center could try and manage this outsized effort alone, but who has the time – or the money – to dedicate so many resources to just one part of your business? Business Solutions

The Impact of and Opportunity for Virtual Agents on Call Center Outsourcers


The offshore business process outsourcing industry is likely to be the hardest hit. Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. With the rapid adoption of Contact Center-as-a-Service (CCaaS) platforms, it's now easier than ever for companies to launch their own contact center rather than outsource the function.

Cloud Contact Center Solutions Continue Upward Trajectory

DMG Consulting

A significant challenge for this market is that there are vendors from many categories vying for sales opportunities, including purpose-built solution providers; on-premises solution providers that sell cloud capabilities; hosted interactive voice response providers; carrier/network service providers; business process outsourcers; system integrators; cloud-based private branch exchange providers; contact center platform providers; and more.

Cloud Solutions Are Rising in the Contact Center

DMG Consulting

The future of contact center applications is in the cloud, as chief information officers (CIOs) and business leaders are in agreement and on board with the benefits of adopting this model for contact center infrastructure and other contact center systems. The increased reliability, flexibility, and security of some of the offerings are convincing IT and business leaders in financial services to give them a try, particularly now that cloud-based vendors are driving market innovation.

4 Ways Innovators are Using AI in Insurance Claims Processes


Artificial Intelligence (AI) has piqued the interest of business leaders across all industries in recent years. Although the insurance industry has been slower in adopting AI into its processes and operations, there is a definite appetite to accelerate that adoption. Top carriers are already making the leap to utilize AI in insurance claims processes. Expediting Claims Processing. Filing an insurance claim is both a data intensive and time-consuming process.

Call Centers Go Mobile to Satisfy Higher Customer Service Expectations

CSM Magazine

Until 2015, Business Process Outsourcing (BPO) was based on a simple math formula: outsourcing non-core services (including customer call centers) to more cost-efficient partners and markets to reduce spend. When technology was deployed, it was predominately committed to optimizing the BPO infrastructure and managing “bums in seats” BPO suppliers focused on solutions that could mitigate operational costs and driving process efficiency.

How to Move to a Work-At-Home Model When a Rapid Response is Required


Some of the businesses which have been able to successfully deploy Work-At-Home programs have been the large Business Process Outsourcing (BPO) providers, such as Teleperformance, Concentrix and Tech Mahindra (TechM). This is primarily because they use cloud-based telephony and support systems, and also because many of them already have experience with running Work-At-Home environments as part of their “business as usual” operations.