HGS

SEPTEMBER 30, 2015

Managing Knowledge Transfer During Contact Center Outsourcing Transition. Whether it’s an in-house contact center moving to an outsourced environment for the first time or a migration of business from one outsourcer to another, knowledge transfer can be a big risk factor for both a successful transition and steady state operations.

outsourcing 100

outsourcing Contact Center Management Coaching 100

Spearline

APRIL 3, 2023

However, when the whisper prompt occasionally fails to play, it can result in confusion and delays on the agent’s side, which ultimately affects your customer’s experience and the overall call flow. It also allows you to build the bigger picture of your call center’s performance.

Contact Center 52

Contact Center Interactive Voice Response outsourcing Benchmark 52

Transparent BPO

AUGUST 20, 2019

As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options. “Customers must be asked and their responses benchmarked consistently and continually to turn your contact center into a profit center,” the whitepaper says.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

Callminer

OCTOBER 11, 2018

FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. I believe this because actually connecting with the person you are calling is where the whole call flow starts.

Call Center 561

Call Center Metrics Contact Center Wait times 561