BlueOcean

OCTOBER 4, 2023

The same is true for first call resolution and average handle times. Data from ICMI also reveals that 76% of call center professionals believe bilingual support improves the customer experience, brand loyalty, and customer satisfaction. It’s our thing. So, of course, we’re biased.

Customer Support 124

Customer Support Bilingual agents outsourcing Contact Center 124

OctopusTech

SEPTEMBER 9, 2023

Call center outsourcing refers to a strategic business decision made by a company to delegate its customer support inquiries from a third-party source often called a Business Process Outsourcer (BPO) rather than hiring an in-house team of employees. These channels include live chat, phone calls, SMS, email, and social media.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Tenfold - Contact Center Blog

JULY 9, 2018

How does a contact center know it’s consistently delivering high quality service? It is a direct reflection of an agent’s and a center’s capacity to solve problems, answer questions, and provide needs the very first time a customer calls. A 2016 survey by Call Center Helper shared that 62.7%

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78