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Companies have been outsourcing their callcenters for decades to lower costs, increase productivity, and enable scaled-up customer support during peak times. It is so prevalent in the callcenter space that the term “Businessprocessoutsourcing” (BPO) is often used interchangeably with “outsourcedcallcenter.” In the last few years, the callcenteroutsourcing industry has seen revenues crossing $140 billion. MORE
Communication is key for any business, and it has become increasingly more challenging during the current COVID-19 pandemic. Should you change your current communication … Tips for Client Communication Strategies During COVID-19 Read More » The post Tips for Client Communication Strategies During COVID-19 appeared first on Ansafone Contact Centers. MORE
Callcenter surveys are the ultimate insight into your client’s opinions about your products and services. 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 businessesoutsource this important part of customer service. Some businesses try to handle callcenter surveys by themselves. MORE
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 outsourcedcallcenter solution just might be the best decision you’ll make to reach your business goals in the new year! How can a professional outsourcedcallcenter do all this and more? MORE
In a recent ETCIO.com article , Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based businessprocessoutsourcer analyze huge volumes of data and—importantly for its customers—find root causes to a variety of challenges. MORE
Business is busier than ever. If anything, you’re expected to deliver exceptional service above and beyond normal capacity, despite the uptick in business. Callcenters are on the front lines of the holiday rush. From high-volume orders to a swell in customer service calls, your callcenter often determines how well you’ll handle the upcoming holiday mayhem – and, more importantly, if those same customers will still be calling back during the NEXT holiday season! MORE
BPO (BusinessProcessOutsourcing) is an industry experiencing rapid growth, with predictions that it’ll reach $3 billion in the next few years. Rather than host a callcenter in-house, a BPO can take over many tasks for larger organizations, at a fraction of the cost. BPO’s allow for organizations with callcenters to be more flexible, available, and more. But, what else should an outsourcedcallcenter be keeping in mind? MORE
One underrated aspect – yet nonetheless critical – of high achievement in the real estate industry has to do with businessprocessoutsourcing (BPO). But TeleDirect’s BPO callcenter platform , combined with our robust capabilities in outbound communication, sales resources, and other services, is in many ways tailor-made for the real estate industry. How will an outsourced solution handle crucial information? Focus on what makes your business the best. MORE
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. MORE
On the other hand, BPO or BusinessProcessOutsourcing 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. MORE
Until 2015, BusinessProcessOutsourcing (BPO) was based on a simple math formula: outsourcing non-core services (including customer callcenters) 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. MORE
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. But what happens when the success metric you’re trying to optimize for is something that happens after the call ends? Tethr makes it easy to integrate this data, enabling organizations to see direct relationships between what happens during the call and the outcome of that interaction. MORE
Ensuring compliance to the long list of callcenter regulations out there can be challenging for many callcenters, particularly for BusinessProcessOutsourcers (BPOs). The costly consequences for non-compliance makes regulation adherence a big priority for most large callcenters and a common use case for the TETHR PLATFORM. Inadvertent repeat calls to people who requested a “cease and desist” dropped to nearly 0. MORE
Watch enough science fiction movies or read the latest news, and you’d think robots – namely, machines using artificial intelligence (AI) – are ready to take over the world…including customer service platforms like the callcenter. But the seemingly inevitable handover of customer service tasks from humans to AI-powered data centers isn’t all it’s cracked up to be. The Coming AI Explosion for CallCenters: More Complementary Than Revolutionary. MORE
Investing in the right callcenter monitoring software is imperative for today’s callcenters. Without callcenter monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. But comparing and purchasing callcenter monitoring software isn’t as simple as it may seem. Meet Our Panel of CallCenter Experts: Nenad Cuk. Callcenters must keep in mind…”. MORE
The Harvard Business Review reports that the on-demand economy is attracting more than 22.4 Work at home (WAH), also known as remote work or telework, is a talent-sourcing model for contact centers, where agents work from their homes rather than from brick-and-mortar callcenters. Equipped with a computer, network connection and businessprocess management tools, agents can often set their own schedule or be activated during the company’s busy times or seasons. MORE
The contact center workforce optimization (WFO) market is in transition. 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. billion, as of December 31, 2016, of which the contact center is responsible for $1.6 Newsletter CallCenter Contact Center Customer Service MORE
The offshore businessprocessoutsourcing industry is likely to be the hardest hit. Even before the global pandemic, Contact Center and BusinessProcessOutsourcers (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. Contact CenterMORE
Cloud Contact Center Solutions Continue Upward Trajectory. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. With more than 150 competitors worldwide, the cloud-based contact center infrastructure market is primed for success. Enterprise business and IT leaders are struggling to find the right cloud-based solutions for their operations. MORE
When it comes to businessprocessoutsourcing (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. MORE
For decades, companies have turned to BusinessProcessOutsourcing (BPOs) as a way to cut costs and create efficiencies. This is especially true in the callcenter space where the term “BPO” is often used interchangeably with “outsourcedcallcenter”. In the last few years, the callcenteroutsourcing industry has seen revenues crossing $140 billion. Who should attend: VPs & Directors of Contact Centers. MORE
Your callcenter is literally the face of your customer communication portal. From first impressions – critically important for a pleasant customer experience – to timely, informative updates on your products and services, an efficient contact center is essential for satisfied clients. Callcenters can literally make or break your ability to handle customer concerns, communicate important information, and refine your brand – among other things. MORE
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 MORE
Cloud Solutions Are Rising in the Contact Center. 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 number of cloud-based contact center infrastructure seats increased by 20.9 Cloud-Based PBX Vendors Take On the Contact Center. MORE
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Communication is key for any business, and it has become increasingly more challenging during the current COVID-19 pandemic. Should you change your current communication … Tips for Client Communication Strategies During COVID-19 Read More » The post Tips for Client Communication Strategies During COVID-19 appeared first on Ansafone Contact Centers.
For decades, companies have turned to BusinessProcessOutsourcing (BPOs) as a way to cut costs and create efficiencies. This is especially true in the callcenter space where the term “BPO” is often used interchangeably with “outsourcedcallcenter”. In the last few years, the callcenteroutsourcing industry has seen revenues crossing $140 billion. Who should attend: VPs & Directors of Contact Centers.
Watch enough science fiction movies or read the latest news, and you’d think robots – namely, machines using artificial intelligence (AI) – are ready to take over the world…including customer service platforms like the callcenter. But the seemingly inevitable handover of customer service tasks from humans to AI-powered data centers isn’t all it’s cracked up to be. The Coming AI Explosion for CallCenters: More Complementary Than Revolutionary.
Ensuring compliance to the long list of callcenter regulations out there can be challenging for many callcenters, particularly for BusinessProcessOutsourcers (BPOs). The costly consequences for non-compliance makes regulation adherence a big priority for most large callcenters and a common use case for the TETHR PLATFORM. Inadvertent repeat calls to people who requested a “cease and desist” dropped to nearly 0.
BPO (BusinessProcessOutsourcing) is an industry experiencing rapid growth, with predictions that it’ll reach $3 billion in the next few years. Rather than host a callcenter in-house, a BPO can take over many tasks for larger organizations, at a fraction of the cost. BPO’s allow for organizations with callcenters to be more flexible, available, and more. But, what else should an outsourcedcallcenter be keeping in mind?
Callcenter surveys are the ultimate insight into your client’s opinions about your products and services. 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 businessesoutsource this important part of customer service. Some businesses try to handle callcenter surveys by themselves.
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 outsourcedcallcenter solution just might be the best decision you’ll make to reach your business goals in the new year! How can a professional outsourcedcallcenter do all this and more?
In a recent ETCIO.com article , Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based businessprocessoutsourcer analyze huge volumes of data and—importantly for its customers—find root causes to a variety of challenges.
Your callcenter is literally the face of your customer communication portal. From first impressions – critically important for a pleasant customer experience – to timely, informative updates on your products and services, an efficient contact center is essential for satisfied clients. Callcenters can literally make or break your ability to handle customer concerns, communicate important information, and refine your brand – among other things.
The offshore businessprocessoutsourcing industry is likely to be the hardest hit. Even before the global pandemic, Contact Center and BusinessProcessOutsourcers (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. Contact Center
Until 2015, BusinessProcessOutsourcing (BPO) was based on a simple math formula: outsourcing non-core services (including customer callcenters) 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.
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
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 outsourcedcallcenter solution just might be the best decision you’ll make to reach your business goals in the new year! How can a professional outsourcedcallcenter do all this and more?
Investing in the right callcenter monitoring software is imperative for today’s callcenters. Without callcenter monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. But comparing and purchasing callcenter monitoring software isn’t as simple as it may seem. Meet Our Panel of CallCenter Experts: Nenad Cuk. Callcenters must keep in mind…”.
When it comes to businessprocessoutsourcing (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.
Companies have been outsourcing their callcenters for decades to lower costs, increase productivity, and enable scaled-up customer support during peak times. It is so prevalent in the callcenter space that the term “Businessprocessoutsourcing” (BPO) is often used interchangeably with “outsourcedcallcenter.” In the last few years, the callcenteroutsourcing industry has seen revenues crossing $140 billion.
The Harvard Business Review reports that the on-demand economy is attracting more than 22.4 Work at home (WAH), also known as remote work or telework, is a talent-sourcing model for contact centers, where agents work from their homes rather than from brick-and-mortar callcenters. Equipped with a computer, network connection and businessprocess management tools, agents can often set their own schedule or be activated during the company’s busy times or seasons.
One underrated aspect – yet nonetheless critical – of high achievement in the real estate industry has to do with businessprocessoutsourcing (BPO). But TeleDirect’s BPO callcenter platform , combined with our robust capabilities in outbound communication, sales resources, and other services, is in many ways tailor-made for the real estate industry. How will an outsourced solution handle crucial information? Focus on what makes your business the best.
On the other hand, BPO or BusinessProcessOutsourcing 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.
The contact center workforce optimization (WFO) market is in transition. 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. billion, as of December 31, 2016, of which the contact center is responsible for $1.6 Newsletter CallCenter Contact Center Customer Service
Cloud Solutions Are Rising in the Contact Center. 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 number of cloud-based contact center infrastructure seats increased by 20.9 Cloud-Based PBX Vendors Take On the Contact Center.
Cloud Contact Center Solutions Continue Upward Trajectory. Last year could be seen as the breakthrough moment when cloud-based vendors began their takeover of the contact center infrastructure market. With more than 150 competitors worldwide, the cloud-based contact center infrastructure market is primed for success. Enterprise business and IT leaders are struggling to find the right cloud-based solutions for their operations.
Business is busier than ever. If anything, you’re expected to deliver exceptional service above and beyond normal capacity, despite the uptick in business. Callcenters are on the front lines of the holiday rush. From high-volume orders to a swell in customer service calls, your callcenter often determines how well you’ll handle the upcoming holiday mayhem – and, more importantly, if those same customers will still be calling back during the NEXT holiday season!
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. But what happens when the success metric you’re trying to optimize for is something that happens after the call ends? Tethr makes it easy to integrate this data, enabling organizations to see direct relationships between what happens during the call and the outcome of that interaction.
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.
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