CCNG

JULY 27, 2022

There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. What metrics should call centers and BPOs focus on?

Call Center 195

Call Center Metrics At home agents Average Handle Time 195

CustomerServ

DECEMBER 16, 2022

If 2020 and 2021 were years of change, transformation, and tumult in the business process outsourcing (BPO) world, how do we describe 2022 ? Let’s break down a few general trends we expect to see based on our experience. Outsourcing costs have been steadily rising in the U.S., call center worker today is $17.00

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62

Outsource Consultants

FEBRUARY 22, 2021

But for call center leaders it’s been a year of tirelessly onboarding new tools and deploying new strategies catered to remote work. Luckily, 2021 is projected to be a promising year for call centers , with agents performing at a high level. Here are three “I”s that are essential for call center success in 2021.

Call Center 76

Call Center Gamification Coaching Morale 76

Outsource Consultants

AUGUST 3, 2020

And now that many customers are primed (and overdue) for some R&R, consumer expectations across the travel industry have never been higher. . So what does that mean for your call center operations? In short, traveling customers will have even more *cough* baggage *cough* to handle than before. .

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

Outsource Consultants

MAY 8, 2020

COVID-19 makes it nearly impossible to predict the future demands of call center organizations. The traditional call center powerhouses with weak work-at-home solutions are hurting. . The Philippines lockdown has disrupted 50% of all center services in the country. . Biggest BPO Players Hit the Bench.

outsourcing 67

outsourcing Call Center Consulting Consulting 67

Outsource Consultants

NOVEMBER 17, 2021

Businesses are nothing without their customers, and maintaining a direct channel for those customers to acquire information and request help will always be a priority. The topics of these inquiries may have shifted, but the demand for agents to handle them remained largely unchanged. Stay Thankful in 2022.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

Skybridge

MAY 13, 2020

For customer care call centers, that means taking a clear-eyed look at how to build high-performing teams of happy, engaged agents , meet and exceed customer expectations , and redesign the operation for maximum scalability and cost-effectiveness. For many brands, outsourcing will be the only step that makes sense.

Customer Service 52

Customer Service outsourcing At home agents Customer Care 52