Outsource Consultants

JANUARY 3, 2024

Predicting the future of the call center industry is no easy feat – it’s a complex and ever-evolving landscape. At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

TechSee

DECEMBER 2, 2020

Incorporating remote visual assistance into day-to-day operations helps: reduce customer effort and wait time. lower high call volume. Remote support is a valuable addition to all customer service channels. reduce costly truck rolls and product returns. improve efficiency. increase customer engagement. The opposite is true.

Average Handle Time 109

Average Handle Time First call resolution Technical Support Technology 109

Fonolo

NOVEMBER 17, 2020

Bill Quiseng CX Expert, Speaker & Consultant. Nobody escaped the long lines and endless waiting times. “Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Callminer

AUGUST 1, 2017

Average handling times (AHT) increase. Customer service diminishes. James Pollard is a marketing consultant who works specifically with financial advisors over at The Advisor Coach. This will improve campaign performance overall including agents’ service levels. Errors happen. Compliance missteps occur.

Contact Center 334

Contact Center Call Center Average Handle Time Real estate 334

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs.

First call resolution 75

First call resolution Call Center Self service Analytics 75

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs.

First call resolution 40

First call resolution Call Center Self service Analytics 40

NobelBiz

APRIL 25, 2023

Implement Call Deflection Strategies Call deflection strategies, such as using self-service options like IVR (Interactive Voice Response) systems and chatbots, can help reduce call volume and call center costs. According to an analysis by Boston Consulting Group , A.I.

Call Center 52

Call Center Average Handle Time First call resolution Contact Center 52