ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience.

Customer Experience 161

Customer Experience Scripts Self service outsourcing 161

NobelBiz

MARCH 12, 2024

Disjointed experiences not only frustrate customers but also hinder businesses from nurturing loyalty and trust. To address and overcome this challenge, many companies have started embracing Unified Customer Experience Management (Unified CXM). Table of Contents What is Unified Customer Experience Management?

Customer Experience 52

Customer Experience Management Omni-channel support Journey mapping 52

CSM Magazine

MARCH 7, 2024

Encoded , a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres and e-commerce, has announced that business process outsourcing (BPO) specialist Sigma Connected is using Agent Assisted Payments solution. Our technology offers tremendous business value.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Interactive Voice Response 52

Merchants

FEBRUARY 9, 2022

Merchants research over the last two years has clearly demonstrated the need for human-led support in creating and providing a positive, tailored customer experience. Despite this, only half of today’s organisations are investing in tools to support their customer experience agents.

Business Process Outsourcing 52

Business Process Outsourcing Customer Experience outsourcing 52

Merchants

DECEMBER 8, 2020

The number of local businesses harnessing AI technology has drastically increased in 2020, as customers look to drive their own experiences with brands and businesses through omnichannel strategies.

Business Process Outsourcing 52

Business Process Outsourcing Customer Experience outsourcing Technology 52

TeleDirect

JUNE 2, 2021

Improving the customer experience – it’s something most companies want, and probably every enterprise needs. Keep your customers happy with an enhanced user experience, and chances are those clients are with you for the long haul. Great Customer Engagement Ideas & Other Ways to Improve the Customer Experience.

Customer Experience 59

Customer Experience Journey mapping Business Process Outsourcing outsourcing 59

TeleDirect

DECEMBER 2, 2019

Everyone from employment psychologists to corporate-sponsored business coaches seeks a winning strategy to enhance the customer experience. After years of research and adaptations to account for today’s fluid business environment and ways of working, the one key to exceeding client expectations is actually four ways.

Customer Experience 104

Customer Experience Business Process Outsourcing outsourcing Benchmark 104

24-7 InTouch

MAY 15, 2023

BOGOTA, COLOMBIA – MAY 15, 2023 – IntouchCX, a global leader in customer experience management, digital engagement, and technology solutions, has won Gold for Best Employee Engagement Strategy at the Customer Experience Interaction Awards on May 11 in Cartagena, Colombia. To learn more about us, visit intouchcx.com.

Employee engagement 52

Employee engagement Customer Experience Business Process Outsourcing outsourcing 52

CCNG

APRIL 12, 2023

Customer satisfaction, customer experience, automation, longer than acceptable hold times, call abandonment, or possibly all of the above? Re-evaluating your agents’ location is a good step toward outsourcing some of the workflows. Is the customer able to find the resolution quickly and efficiently?

Contact Center 195

Contact Center Business Process Outsourcing Average Handle Time outsourcing 195

LiveVox

AUGUST 2, 2023

Business process outsourcing (BPO) companies thrive on efficiency, cost-effectiveness, and delivering exceptional customer experiences. To achieve these goals, measuring the right BPO KPIs (Key Performance Indicators) is essential.

Business Process Outsourcing 81

Business Process Outsourcing outsourcing Metrics Customer Experience 81

Anexa BPO

JUNE 15, 2022

Across the board, these organizations had to pivot sharply to retain any semblance of customer loyalty, as a global audience turned to digital platforms for the fulfillment of their purchasing needs. We believe that our role exceeds business process outsourcing – we consider ourselves your valued business partner.

Customer Experience 52

Customer Experience Business Process Outsourcing outsourcing Customer centricity 52

Merchants

OCTOBER 15, 2020

The post Case Study | Efficient back office processes drive improved customer experience appeared first on Business Process Outsourcing Services | Merchants CX SA.

Airlines 52

Airlines Business Process Outsourcing Customer Experience SaaS 52

24-7 InTouch

FEBRUARY 13, 2024

Winnipeg, MB – February 13, 2024 – IntouchCX has announced today the acquisition of Beliveo, a leading nearshore contact center and business processing outsourcer (BPO) in Mexico. It also demonstrates both companies desire to drive greater depth of expertise and knowledge in the customer experience industry.

Contact Center 119

Contact Center Business Process Outsourcing outsourcing Call Center 119

LiveVox

JULY 6, 2023

Business process outsourcing (BPO) moves fast, so staying ahead of the curve is essential to deliver exceptional customer experiences and drive business performance. The post Put Your Customers First With These 5 Trending BPO Technologies appeared first on LiveVox.

Technology 73

Technology Business Process Outsourcing outsourcing Customer Experience 73

Merchants

MARCH 26, 2020

As digitalisation continues to shape the way we live and work, data is one of the most valuable assets to businesses and organisations today; and unlocking the value of this data is key to providing positive customer experiences and remaining relevant and competitive.

Analytics 52

Analytics Business Process Outsourcing Customer Experience outsourcing 52

Ansafone

NOVEMBER 12, 2019

BPO, or business process outsourcing, is a type of outsourcing that giving some tasks and responsibilities to a third-party service provider. The first group is back office outsourcing. This includes internal business functions such as human resources, finance, and accounting.

Customer Experience 48

Customer Experience Business Process Outsourcing outsourcing Finance 48

Spearline

MARCH 2, 2021

Or your customer is struggling to have a conversation with your agent but takes twice as long as it should because the audio quality means you’re constantly repeating yourself. What impact would that have on your customer experience? Agent experience. It’s important to get the basics right first.

Call Center 98

Call Center Customer Experience First call resolution Outbound sales 98

Contact Center Pipeline

FEBRUARY 7, 2020

My first taste of customer experience (or what we referred to at the time as customer service) was in a bar. I was behind it, and I was really good. It takes a combination of personality, skill, savvy and charisma, and a strong knowledge of drinks, to be successful in this role. You also need […].

Customer Experience 162

Customer Experience Management Personalization Business Process Outsourcing 162

Transparent BPO

MARCH 23, 2022

Redundancy plan necessary to limit exposure By Scott Newman, CEO, Transparent BPO An innocent-sounding decision to help local businesses in the Philippines risks upending the BPO industry here. During the height of the pandemic, the Fiscal Incentives Review Board (FIRB) announced that business process outsourcing (BPO) […].

Business Process Outsourcing 133

Business Process Outsourcing outsourcing Government Contact Center 133

Hodusoft

MARCH 6, 2024

Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty. Here comes the role of an unsung hero, known as BPO (Business Process Outsourcing), revolutionizing the way e-commerce companies provide customer support services.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

Merchants

SEPTEMBER 3, 2019

Merchants expert in Aviation, Devendra Govender highlights how technology and big data analytics are shaping the airline industry to create better customer experiences. The post How Tech improves the airline customers’ experience? appeared first on Business Process Outsourcing Services | Merchants.

Airlines 40

Airlines Customer Experience Business Process Outsourcing Big data 40

Call Experts

FEBRUARY 24, 2022

Unfortunately, the reality is that most businesses don’t have the budget or the expertise to do so. A business process outsourcing can be the perfect fit for your company if you need more than one support channel. . Many companies migrate to BPO contact centers for their customer service needs.

Contact Center 105

Contact Center Business Process Outsourcing outsourcing Call Center 105

Merchants

SEPTEMBER 26, 2018

Every successful customer experience relies on real human connection. Whether they’re your customers or employees, they’re driven by uniquely human qualities – like emotion, self-awareness and empathy. The post Humanising the customer experience appeared first on Business Process Outsourcing Services | Merchants.

Customer Experience 40

Customer Experience Business Process Outsourcing outsourcing 40

Transparent BPO

DECEMBER 17, 2021

17, 2021 – Industry veteran Dean Birtwell is joining Transparent BPO as Vice President of Business Development. He reports to Scott Newman, CEO of Transparent BPO, a global contact center and business process outsourcer. Sales Executive Brings Deep Background to Management Ranks Rockville, MD, Dec.

Business Process Outsourcing 118

Business Process Outsourcing outsourcing Contact Center Sales 118

Talkdesk

SEPTEMBER 8, 2020

However, those existing customers still expect the same SLAs they are already used to. . Not only will you deflect the number of calls, but will also simplify and improve the customer experience (CX). The post Delivering a great customer experience during open enrollment appeared first on Talkdesk.

Abandon rate 67

Abandon rate Customer Experience Healthcare contact center workforce 67

CustomerServ

JULY 12, 2022

The right call center or business process outsourcing (BPO) vendor relationships can lead to a great customer experience and sustained growth for both parties. Partner with the wrong vendors, however, and the experience could be quite different.

Call Center 62

Call Center Business Process Outsourcing outsourcing Customer Experience 62

Alorica

MAY 19, 2021

a global leader in customer experience solutions, has been named a Silver winner in the 2021 Stevie® Awards for Minority-Owned Business of the Year. IRVINE, Calif., May 19, 2021—Alorica Inc.,

Business Process Outsourcing 87

Business Process Outsourcing outsourcing Enterprise Customer Experience 87

Acquire BPO

DECEMBER 6, 2023

Irving, TX – Acquire BPO , a global leader in customer experience and business process outsourcing, today announced the opening of its U.S. Acquire is poised for an ambitious growth traje ctory, exploring acquisition targets in the business process outsourcing sector and aiming to reach 100,000 employees by 2035.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Marketing Technology 52

Expivia

FEBRUARY 15, 2024

The Evolutionary Shift in Contact Center BPO Strategy The landscape of Business Process Outsourcing, especially within contact centers, is witnessing a monumental shift. Transitioning Beyond Traditional Call Handling In an age where customer expectations are sky-high, the old playbook of quantity over quality no longer suffices.

Contact Center 52

Contact Center Business Process Outsourcing outsourcing Technology 52

TeleDirect

OCTOBER 23, 2023

In today’s world, the customer experience is everything. So, why do so many businesses still rely on voicemail? Call forwarding for business provides your clients with the best customer experience possible. When a customer’s call goes to voicemail, they don’t feel heard.

Customer Support 62

Customer Support Business Process Outsourcing outsourcing Call Center 62

LiveVox

OCTOBER 31, 2023

Debt collection agencies and business process outsourcing (BPO) service providers have always been subject to a particularly rigorous set of compliance requirements. The unprecedented circumstances of 2023, however, have ushered in a new layer of technical and regulatory concerns.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Technology Contact Center 52

Global Response

OCTOBER 6, 2023

Of course, every business owner wants to grow their business—but too many business owners make the mistake of thinking that doing everything internally is the most effective way to grow while maintaining quality. In fact, BPO consulting is a key way to add scalability to your business and grow your business quickly.

Consulting 62

Consulting Consulting Business Process Outsourcing outsourcing 62

Merchants

JULY 16, 2019

In the age where technology has empowered customers with so much information and choice, they have become more demanding in their expectations of brands. The post Human interaction provides real moments of truth in the customer experience journey appeared first on Business Process Outsourcing Services | Merchants.

Business Process Outsourcing 40

Business Process Outsourcing Customer Experience outsourcing Technology 40

Merchants

JULY 23, 2019

That means retailers have to work even harder to show their customers they value their loyalty and time. The post Case Study | Raising your retail customer experience through people, insight and technology appeared first on Business Process Outsourcing Services | Merchants.

Technology 40

Technology Business Process Outsourcing Customer Experience outsourcing 40

Taylor Reach Group

JANUARY 18, 2019

an industry-leading Customer Experience (CX) and Contact Center consulting firm, is starting 2019 on a continued upward trajectory, adding Senior Consultant Patricia Ballantyne to its team of contact center operational experts. She has negotiated and managed 3rd party (BPO) Business Process Outsourcing service arrangements.

Consulting 64

Consulting Consulting Customer Experience Business Process Outsourcing 64

Merchants

JULY 24, 2019

In an always-on digital age, survival is not just about delivering omnipresent connectivity, it’s about protecting revenue streams and driving loyalty at every customer touch point.

Telecommunications 40

Telecommunications Business Process Outsourcing Customer Experience outsourcing 40

Merchants

JULY 29, 2021

Business process outsourcing (BPO) provider and customer experience partner, Merchants, is proud to announce that it has been chosen as a regional finalist in 11 categories in ContactCentreWorld’s 16th Annual Global Awards.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Customer Experience 52