Hodusoft

MARCH 6, 2024

Here comes the role of an unsung hero, known as BPO (Business Process Outsourcing), revolutionizing the way e-commerce companies provide customer support services. Assistance can be provided via a call center/contact center, live chat, email support, social media, or a self-service option.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

TeleDirect

DECEMBER 10, 2018

Call center 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.

Call Center 63

Call Center Surveys Business Process Outsourcing outsourcing 63

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. You get it. It’s not hard to understand.

outsourcing 54

outsourcing Call Center Customer Experience Business Process Outsourcing 54

Global Response

FEBRUARY 28, 2024

Healthcare BPO ( Business Process Outsourcing ) services refer to healthcare organizations outsourcing various tasks to external providers. Best practices for choosing the location of your call center: Regulatory compliance: U.S.-based based call centers are often more familiar with U.S.

Healthcare 62

Healthcare outsourcing Best practices Business Process Outsourcing 62

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. Meet Our Panel of Call Center Experts: Nenad Cuk. Janeen Ansell.

call center software 210

call center software Call Center Contact Center Analytics 210

NobelBiz

MARCH 12, 2024

Utilizing data analytics to gain actionable insights into customer behavior and preferences in real-time. All of this eliminates communication barriers, which means businesses can enhance responsiveness and provide a cohesive experience throughout the customer journey. Enables quick service on the platform of their choice.

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

Expivia

FEBRUARY 18, 2024

Transforming Customer Service: The Evolution of Contact Center Outsourcing In the rapidly evolving business landscape, where technological innovation outpaces traditional business models, the contact center outsourcing industry is undergoing a monumental shift. Click here to contact us!

Customer Support 40

Customer Support outsourcing Strategic Value Contact Center 40

TeleDirect

OCTOBER 29, 2019

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. Given the relatively large increase in corresponding customers, your call center may see a 10-20% surplus in calls – or more!

Customer Service 63

Customer Service Business Process Outsourcing Call Center outsourcing 63

Global Response

MARCH 20, 2023

Are your call center interactions taking too long? Although average handle time might seem like a small—and primarily internal—metric, it can make a big difference on customer satisfaction. ACW includes things like post-call processing or tracking, updating customer data, scheduling follow-ups or tracking KPIs.

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

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?

Coaching 48

Coaching Business Process Outsourcing Analytics outsourcing 48

Global Response

DECEMBER 21, 2023

What is Customer Service Outsourcing? Customer service outsourcing is an ubiquitous presence through the CX industry. While customer service outsourcing may have gotten its start through call centers and phone lines, today, it’s evolved into so much more. Ready to get started with customer service outsourcing?

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

NobelBiz

JULY 25, 2023

Interaction Analytics often termed the keystone of customer engagement strategies, provides businesses with a profound look into customer behaviors, preferences, and patterns when engaging with products or services. What is Interaction Analytics?

Analytics 98

Analytics Call Center Scripts Contact center software 98

Global Response

DECEMBER 21, 2023

Any channels used for customer communication, data or analytics should be integrated—whether they’re used internally or by your provider. At the minimum, help desk providers should have SOC-2 compliance for data privacy and security, and PCI compliance for any call center who may be handling payment info.

outsourcing 62

outsourcing Technical Support Service level Abandon rate 62

Global Response

DECEMBER 21, 2023

Outsourcing also allows you to leverage technology that you wouldn’t have the budget for in-house. Reduced overhead comes as a result of “splitting” the cost of many of these technologies with your call centers’ other clients. One of the biggest draws to outsourcing is the affordability and cost-effectiveness.

outsourcing 62

outsourcing Abandon rate Technical Support First call resolution 62

Tethr

OCTOBER 22, 2018

But for the majority of claims, AI-based speech analytics solutions like Tethr can provide a deeper understanding of how chatbots and customers interact. This is an area where insights generated by AI-based speech analytics solutions like Tethr are helping.

Chatbots 19

Chatbots Business Process Outsourcing outsourcing Analytics 19

Babelforce

NOVEMBER 30, 2022

There’s a lot of terminology to get your head around in call centers and customer experience. Working with contact centers around the world, we know that better than anyone!). Metrics and measurables. Active waiting calls metric. It is a key KPI for tracking call center performance.

Contact Center 52

Contact Center Interactive Voice Response Call Center Automatic Callback 52

Vistio

JUNE 29, 2021

Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO). I, like most people, fell into the call center industry by accident. There’s a lot of numbers that are being analyzed on a constant basis. All excellent advice.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

Hodusoft

NOVEMBER 22, 2023

Understanding the Challenges in BPO Industry In the ever-evolving landscape of Business Process Outsourcing (BPO), operational hurdles are common. To deal with such issues, it is crucial to adopt modern and efficient contact center solutions.

Contact center software 52

Contact center software Contact Center contact center solutions outsourcing 52

JustCall

MARCH 9, 2023

Before advanced calling management technology came into the picture, call centers were about installing hundreds of phones and hiring that many representatives. Today, however, modern soft technology has made it possible to understand how call centers can be made more efficient. Let’s see what they are.

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

Vistio

JULY 11, 2022

And for about six and a half years I was on the BPO or Business Process Outsourcing team with a particular focus on customer contact and really enjoyed that outside of Boston and went to Stream Global Services for a short time. So that was a lot of fun, really cool stuff. There was a leadership change going on there.

Technology 52

Technology Self service Contact Center Analytics 52

Global Response

JANUARY 23, 2023

Metrics, numbers and measurements within your goals not only increases clarity, but helps you understand how to achieve them, what tactics to take, what KPIs to measure and—most importantly—helps you see if you’re making progress as you work toward your goals. One way to ensure your goals are clear and specific is to make them measurable.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

Hodusoft

AUGUST 9, 2023

It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. As per a study conducted by Clutch, more than one-fourth of small businesses surveyed outsource their customer service to BPOs (business process outsourcing organizations).

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Global Response

NOVEMBER 21, 2023

NPS is a metric that was first developed by Bain & Co. If you don’t have internal resources to dedicate to this, you can (like many companies) outsource this area of customer loyalty and analytics to a dedicated outsourced team, like our team here at Global Response.

Benchmark 62

Benchmark Surveys Healthcare outsourcing 62