Hodusoft

AUGUST 9, 2023

It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. As per a study conducted by Clutch, more than one-fourth of small businesses surveyed outsource their customer service to BPOs (business process outsourcing organizations).

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. This has proven to be a popular feature based on customer feedback, but many call center softwares don’t offer this as a standard feature.

call center software 210

call center software Call Center Contact Center Analytics 210

Global Response

MARCH 20, 2023

Odds are your customer service agents and managers have an understanding of where they need more practice and would be happy to provide feedback. Analysis tools such as speech analytics, AI, operational measurements and so on can help you pinpoint bottlenecks in your process. Ready to perfect your CX?

Average Handle Time 62

Average Handle Time Scripts Call Center Interactive Voice Response 62

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.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

Global Response

DECEMBER 21, 2023

Gathering customer feedback regularly and having a strategy for implementing actionable feedback is one good way. The Future of Customer Service Outsourcing Customer service—and customer service outsourcing—has changed dramatically over the past few decades, and even just in the past few years.

outsourcing 62

outsourcing Customer Service Metrics Best practices 62

Global Response

APRIL 17, 2023

That depends on your needs and goals, but in general you should look for: advanced IVR and call routing capabilities automation and AI tools chatbots or virtual agents self-service solutions omnichannel support and robust CRM solutions Remember: modern solutions are often powered by modern technology.

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

Verint

JULY 28, 2017

In a recent ETCIO.com article , Firstsource’s Aparajita Gupta, senior vice president, digital support and analytics, describes how using Verint Speech and Text Analytics helped the India-based business process outsourcer analyze huge volumes of data and—importantly for its customers—find root causes to a variety of challenges.

Analytics 28

Analytics Benchmark Business Process Outsourcing outsourcing 28

Dialer 360

AUGUST 15, 2018

That you are churning out only quality business process outsourcing work. Simplify Your IVR for Everyone’s Benefit. An IVR will help to streamline interaction with getting your customer right agent. If the IVR isn’t enhancing the customer experience and making your team live easier.

Call Center 21

Call Center Management Average Handle Time Interactive Voice Response 21

Vistio

JUNE 29, 2021

Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO). They want the feedback. Invariably, they’ll find a way to get to an agent and then shout at them because of how upset and frustrated they happen to be.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52