CCNG

APRIL 12, 2023

Demand and customer expectations are on the rise across all industries and those in the contact center industry can feel it. Customers, with no other choice than to contact companies in any fashion other than face-to-face, found new ways to engage with businesses. So, what makes for a healthy contact center?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

Call Experts

FEBRUARY 24, 2022

Companies would have all the resources they needed to operate a BPO contact center in-house in a perfect world. Unfortunately, the reality is that most businesses don’t have the budget or the expertise to do so. Many companies migrate to BPO contact centers for their customer service needs.

Contact Center 105

Contact Center Business Process Outsourcing outsourcing Call Center 105

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. They help manage customer interactions by serving as the initial point of contact. million in 2022 to US$34, 570.73

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Playvox

OCTOBER 19, 2021

If you’re a contact center professional, you’re probably feeling the pain of agent staffing shortages. in July 2021 , higher than pre-pandemic levels, yet the news is full of stories about businesses of all sizes across industries having difficulty finding employees. Higher queue times. Don’t despair.

Contact Center 73

Contact Center Management Agent burnout Interactive Voice Response 73

Talkdesk

SEPTEMBER 8, 2020

Open enrollment is typically among the busiest times of the year for healthcare plan providers as the volume of consumer calls to the contact center increases significantly. During last year’s open enrollment period, the Center for Medicare and Medicaid Services (CMS) reported more than 5.78

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

Transparent BPO

SEPTEMBER 17, 2019

Belize, where our contact centers are located, is home to Marie Sharp’s , a well-known hot sauce company. He cites, as an example, one KPI that nearly every contact center has in common: average handle time (AHT). “With KEEP, we marry metrics and behaviors and track both over a long period.”

outsourcing 75

outsourcing Average Handle Time Metrics Coaching 75

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. Scott Sachs is president of SJS Solutions , a consultancy that specializes in the development and deployment of contact center technology.

call center software 210

call center software Call Center Contact Center Analytics 210