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Companies have been outsourcing their call centers for decades to lower costs, increase productivity, and enable scaled-up customer support during peak times. In the last few years, the call center outsourcing industry has seen revenues crossing $140 billion. MORE
Call center surveys are the ultimate insight into your client’s opinions about your products and services. But not all businesses outsource this important part of customer service. Some businesses try to handle call center 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. How can a professional outsourced call center 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 business process outsourcer 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. Call centers are on the front lines of the holiday rush. From high-volume orders to a swell in customer service calls, your call center 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 (Business Process Outsourcing) is an industry experiencing rapid growth, with predictions that it’ll reach $3 billion in the next few years. Rather than host a call center in-house, a BPO can take over many tasks for larger organizations, at a fraction of the cost. MORE
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? TeleDirect: The Proven Solution for Real Estate Call Centers. 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 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. Hiring an Outsourcing firm for data mining will free its staff for other major tasks. MORE
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. These business models need to be revisited. 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 call center regulations out there can be challenging for many call centers, particularly for Business Process Outsourcers (BPOs). The costly consequences for non-compliance makes regulation adherence a big priority for most large call centers 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 call center. 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 Call Centers: More Complementary Than Revolutionary. MORE
Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Formalize your QA process. 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 call centers. 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. 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 Call Center Contact Center Customer Service MORE
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. Contact Center MORE
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 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. Transparency into agent performance and processes. MORE
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”. MORE
Your call center 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. Call centers 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
Fonolo
JANUARY 16, 2019
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”.
TeleDirect
MARCH 24, 2020
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 call center. 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 Call Centers: More Complementary Than Revolutionary.
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Zingtree
AUGUST 6, 2018
BPO (Business Process Outsourcing) is an industry experiencing rapid growth, with predictions that it’ll reach $3 billion in the next few years. Rather than host a call center in-house, a BPO can take over many tasks for larger organizations, at a fraction of the cost.
Tethr
AUGUST 6, 2018
Ensuring compliance to the long list of call center regulations out there can be challenging for many call centers, particularly for Business Process Outsourcers (BPOs). The costly consequences for non-compliance makes regulation adherence a big priority for most large call centers and a common use case for the TETHR PLATFORM. Inadvertent repeat calls to people who requested a “cease and desist” dropped to nearly 0.
TeleDirect
DECEMBER 10, 2018
Call center surveys are the ultimate insight into your client’s opinions about your products and services. But not all businesses outsource this important part of customer service. Some businesses try to handle call center surveys by themselves.
Xaqt
JUNE 1, 2020
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. Contact Center
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Verint
JULY 28, 2017
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 business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes to a variety of challenges.
CSM Magazine
JULY 28, 2015
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. These business models need to be revisited.
Callminer
FEBRUARY 21, 2018
Investing in the right call center monitoring software is imperative for today’s call centers. Without call center monitoring, quality assurance can suffer, customer satisfaction inevitably wanes, and compliance issues can arise. Formalize your QA process.
TeleDirect
MARCH 14, 2019
Your call center 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. Call centers can literally make or break your ability to handle customer concerns, communicate important information, and refine your brand – among other things.
TeleDirect
NOVEMBER 14, 2018
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
|
Callminer
JULY 22, 2018
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. Transparency into agent performance and processes.
Fonolo
JANUARY 24, 2019
Companies have been outsourcing their call centers for decades to lower costs, increase productivity, and enable scaled-up customer support during peak times. In the last few years, the call center outsourcing industry has seen revenues crossing $140 billion.
TechSee
FEBRUARY 27, 2018
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 call centers. 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.
TeleDirect
MARCH 12, 2018
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? TeleDirect: The Proven Solution for Real Estate Call Centers.
OctopusTech
JANUARY 9, 2018
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. Hiring an Outsourcing firm for data mining will free its staff for other major tasks.
DMG Consulting
APRIL 4, 2017
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.
DMG Consulting
JUNE 13, 2017
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 Call Center Contact Center Customer Service
DMG Consulting
MAY 15, 2018
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.
TeleDirect
OCTOBER 29, 2019
Business is busier than ever. If anything, you’re expected to deliver exceptional service above and beyond normal capacity, despite the uptick in business. Call centers are on the front lines of the holiday rush. From high-volume orders to a swell in customer service calls, your call center 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!
Tethr
OCTOBER 4, 2018
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.
Tethr
OCTOBER 22, 2018
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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