Global Response

APRIL 17, 2023

Are you looking to: boost productivity and efficiency among your team? If so, a BPO call center partner can help. However, finding a great BPO call center is often easier said than done. Here’s eight key features to look for in a BPO call center to ensure they’ll provide a great partnership that gets results.

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Call Center outsourcing Bilingual agents Chatbots 62

Nicereply

AUGUST 3, 2021

For many companies, outsourcing is the best next move. Yet it can be daunting to begin the process of finding the right business process outsourcer (BPO)—one that you trust to be the voice of your company, to represent your brand and solve your customers’ problems. Some outsourcers don’t offer any account management.

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outsourcing Accountability Business Process Outsourcing call center professionals 98

Global Response

MAY 15, 2023

What do call center quality and your car have in common? Call center quality is often handled similarly—pushed to the backburner until there’s a glaring issue or a flashing red light indicating a major problem. What KPIs and metrics are most important for your call center? The solution?

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Expivia

OCTOBER 14, 2020

All day long I could talk about why you should outsource. Today I will be playing devil’s advocate and give you ten reasons as to why you shouldn’t outsource your call center. You Do Not Understand Call Center Metrics. Your partnership with an Outsourcer should be just that: a partnership.

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outsourcing Call Center Calibration Finance 78

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. However, as the demand for exceptional customer service continues to rise, the operating costs associated with BPO contact centers are also rising greatly.

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Contact Center Interactive Voice Response Contact center software Self service 52

Blueship Call Center

MAY 25, 2023

Outsourcing a portion of your company’s activities to a service provider or third-party partner is known as business process outsourcing (BPO). Outsourcing a portion of your company’s activities to a service provider or third-party partner is known as business process outsourcing (BPO).

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outsourcing Call Center Contact Center Customer Care 40

Callminer

APRIL 23, 2019

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). These phone calls are often kept for many reasons, including: Protection against liability. To ensure the quality of customer service. To train and evaluate call center staff.

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Best practices Call Center Banking Contact Center 159

OctopusTech

AUGUST 31, 2022

One thing that has remained constant for a long time is that users still prefer to solve their queries on a phone call rather than choosing any other medium and that’s where Interactive Voice Response comes in. What if there are high call volumes of your customers? . The customer service sector is evolving continuously every day.

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Taylor Reach Group

NOVEMBER 30, 2018

There are a lot of smart — very smart — individuals managing and directing Call and Contact Centers today. This is my top ten list of really dumb things that smart call and contact center executives do. Contact Center staff is one of the most expensive and important assets within the Contact Center.

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Contact Center Average Handle Time At home agents First call resolution 111

Transparent BPO

AUGUST 20, 2019

If you were to ask many business executives, they would say their customer service contact center is a necessary expense that does not contribute to the bottom line. As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options.

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Call Experts

NOVEMBER 20, 2019

digital revenue growth this holiday season at 13% year over year (YoY) — and total sales of $136B — from November 1 to December 31." . digital revenue growth this holiday season at 13% year over year (YoY) — and total sales of $136B — from November 1 to December 31." . The holiday season is here!

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Contact Center Management Journey mapping Interactive Voice Response 60

Call Experts

NOVEMBER 20, 2019

digital revenue growth this holiday season at 13% year over year (YoY) — and total sales of $136B — from November 1 to December 31." . digital revenue growth this holiday season at 13% year over year (YoY) — and total sales of $136B — from November 1 to December 31." . The holiday season is here!

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Call Center Management Contact Center Journey mapping 49

Global Response

MARCH 16, 2023

Just take a look at any recent research, and you’ll see that customer service is a key differentiator between brands: 54% of customers say customer service is a key factor in making purchasing decisions. 64% of business leaders say customer service has a positive impact on company growth.

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Customer Service outsourcing Technical Support Scripts 62

SmartAction

OCTOBER 8, 2018

A better alternative exists for call centers that still use live agents for even the most routine and repetitive inquiries. It’s artificial intelligence (AI), and it is being incorporated into existing call centers – with a low amount of effort – to benefit both the business AND its customers.

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Call Center Virtual Agent Chatbots Self service 40

JustCall

JANUARY 18, 2023

In an inbound call, a customer initiates a call to a business’s contact center. The help desk generally handles these calls. In some cases, inbound calls can also be made by the employees. Call centers usually take inbound, and outbound calls for a business. Managing heavy call volumes.

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outsourcing Scripts Call Center Interactive Voice Response 52

Global Response

JANUARY 27, 2023

Far too many companies blindly track dozens of customer service metrics or KPIs without having a clear pathway to actioning them or understanding which metrics can truly move the needle for their customer satisfaction and bottom line. Your contact center should track both operational metrics and experiential metrics.

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Metrics Abandon rate Customer Service outsourcing 62

Blueship Call Center

MARCH 31, 2023

This is where techniques Customer Care Outsourcing Services come into play as a useful tool that offers your clients help at any time of day and gives your business the ability to efficiently handle answers and call times, regardless of how high the demand is. What Is Outsourcing of Contact Centers?

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outsourcing Call Center Calibration Contact Center 45

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential.

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Call Center Average Handle Time First call resolution Contact Center 52

OctopusTech

AUGUST 10, 2022

Call center technologies are developing rapidly in this ever-growing digital era. Various call center technology trends such as Artificial intelligence, virtual agents, and cloud communications are all part of the future of call centers. But which technology can enhance and support your call center?

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Call Center Technology Journey mapping Interactive Voice Response 62

Global Response

JANUARY 23, 2023

In addition, effective goals help employees understand clearly what to focus on, what their work is aiming for, and how their work fits into larger company goals, increasing motivation and productivity. Setting goals at the start of a new year, quarter or season is important to continue to take your business to the next level.

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Customer Service outsourcing Self service Inbound sales 62

Expivia

MAY 9, 2021

Call quality monitoring is crucial for your contact center’s success. It’s the best way to ensure that quality standards are met, and your agents represent your business the best way possible. However, call quality monitoring isn’t a one-and-done thing. What Is Quality Monitoring in a Call Center?

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Global Response

MARCH 27, 2023

For example, if a customer is asking for a refund on their product, but your company only offers returns or exchanges, instead of saying: “Sorry, we can’t give you a refund for that.” When talking to customers, it’s easy to know what you should say to make a good impression. Some are obvious, of course (never tell a customer no).

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Customer Service Scripts outsourcing call center software 62

Expivia

MAY 13, 2021

Call quality monitoring is crucial for your contact center’s success. It’s the best way to ensure that quality standards are met, and your agents represent your business the best way possible. However, call quality monitoring isn’t a one-and-done thing. . What Is Quality Monitoring in a Call Center?

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Call Center Education call center association Analytics 52

OctopusTech

SEPTEMBER 29, 2022

Customers are the most vital part of any business and to build a better relationship with them you need to invest in the customer service software. It is the backbone of building a successful business and providing an exceptional digital customer experience. . What Is Customer Service Software? Important Features Of Customer Service Software.

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Customer Service CRM Self service Analytics 62

OctopusTech

JULY 18, 2022

Rather than waiting for your potential clients to reach out to your business or to jump through different processes so they can schedule a call with you, it would be more convenient and proficient to just start the conversation by yourself. Wondering what cold calling and warm calling means? What is Cold Calling?

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Best practices Call Center Sales Personalization 62

JustCall

SEPTEMBER 16, 2020

In this blog, we will discuss business phone system costs and the factors affecting the price. This list of factors will tell you exactly which factors you should take into account: 1. When it comes to business phone systems' cost, there are different price points for different company sizes. of Locations.

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Interactive Voice Response voip Analytics Call Logging 59

NobelBiz

SEPTEMBER 21, 2020

The following is a list of call & contact center industry reports related to COVID-19. The overview includes: news reports relating to spam calls new regulations from federal and state governments warnings from the FCC, FTC, & FBI reports on contact centers that are refusing to switch to a work-from-home model for their agents.

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Call Center Contact Center Government Banking 52

JustCall

AUGUST 21, 2020

Medical call centers have ramped up the patient-provider relationship in the healthcare industry. hospitals employ call centers for a variety of purposes and that number is steadily increasing. Setting up a healthcare call center is the need of the hour. So, here's how you set up a medical call center.

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Call Center call center software Healthcare Abandon rate 52

JustCall

APRIL 5, 2022

VoIP is much more than just about making and receiving voice calls. In this post, we discuss various VoIP phone features that you should look for in VoIP software. Did you know , with VoIP, small businesses can save around 90% on international calls and 40% on local calls? Smart call routing. Voicemail drop.

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voip CRM Interactive Voice Response Sales 52

CrazyCall

AUGUST 8, 2019

Customers call, agents resolve their queries, managers supervise, all things seem to run their course… STOP! In this article we’ve decided to present you 20 call center metrics that will make it easier for you to gain powerful insights into the sales call performance and keep an eyeon your customer service efforts.

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Call Center Metrics Abandon rate Management 52