Outsource Consultants

MARCH 27, 2024

As Women’s History Month comes to a close, Outsource Consultants wants to celebrate the incredible women leading the call center industry. This diversity of thought strengthens decision-making and problem-solving within the call center. First, it signifies strong leadership.

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Call Center Government outsourcing call center workforce 67

Callminer

APRIL 21, 2020

The role of a call center manager is complex and challenging. Call center managers may be involved with hiring and training call center agents , monitoring call center metrics tied to agent performance , using speech analytics tools for ongoing quality monitoring , providing ongoing feedback and coaching, and more.

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Call Center Management Scripts Coaching 182

Outsource Consultants

JUNE 8, 2023

Saint Louis Park, MN, June 8, 2023 – Bob Guarnieri, a veteran of the call center and customer service industry, has joined Outsource Consultants as an Executive BPO Matchmaker. We simplify the outsource call center search process for our clients, and we’ll do it at NO COST!

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Consulting Consulting outsourcing Telecommunications 67

Outsource Consultants

JANUARY 3, 2024

Predicting the future of the call center industry is no easy feat – it’s a complex and ever-evolving landscape. At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries.

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Call Center outsourcing Morale Interactive Voice Response 67

TechSee

SEPTEMBER 29, 2020

Contact centers are always looking for ways to reduce costs. This is particularly true during periods of uncertainty and economic downturn, when call center cost savings contribute to business continuity. The Best Call Center Cost Reduction Strategies. Accelerate resolutions with AI-powered agent assistance.

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Call Center Self service Gamification Contact Center 196

Fonolo

SEPTEMBER 1, 2022

It’s simple: If you can’t engage and retain employees, you’ll have trouble satisfying customers, too. Company culture consultant Stan Slap puts it this way: “If you can’t sell it inside, you can’t sell it outside.”. Of course, call centers are notorious for high turnover rates. Common Causes of Low Call Center Retention.

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Call Center Abandon rate Average Handle Time Morale 137

Outsource Consultants

JULY 25, 2023

As artificial intelligence has become a driving force for change in various industries, the call center industry is no exception. With its ability to mimic human intelligence and process vast amounts of data, AI is transforming the way call centers operate.

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Call Center Interactive Voice Response Technology Chatbots 128

Callminer

SEPTEMBER 14, 2020

Business analysts play an integral role in any industry, but they’re especially vital in call center operations. They help call centers continuously optimize their processes and provide better experiences for both call center employees and the customers or clients they interact with. Allan Borch.

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Call Center Analytics First call resolution Metrics 182

Global Response

OCTOBER 6, 2023

In fact, BPO consulting is a key way to add scalability to your business and grow your business quickly. At its core, BPO consultants will help audit your processes and existing systems in order to improve efficiency, productivity and operations. But customer service isn’t the only function of BPO that supports business growth.

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Consulting Consulting Business Process Outsourcing outsourcing 62

ppt solutions

FEBRUARY 5, 2021

TULSA, OKLAHOMA, February 5, 2021 – PPT Solutions, a premier provider of client-centric, performance-based Customer Experience and Contact Center Consulting Solutions, announced today it has been recognized by the 2021 Stevie Awards® as: Call Center Consulting Practice of the YearCustomer Service Solutions Technology Partner of.

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Consulting Consulting Call Center Technology 98

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. Eric Esguerra, Vice President, Customer Service & Operations at Miele Canada Ltd. Paul Husar, Senior Call Center Manager at LG Electronics.

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Customer Service Chief Customer Officer Contact Center Consulting 251

Global Response

FEBRUARY 26, 2024

That’s why medical call centers are such powerful resources. Of course, many of the calls and questions they handle are routine patient support. Yet many medical call centers have trained nurses on staff to assist in emergencies 24 hours a day. It’s the kind of care we all hope to have access to.

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Best practices Call Center Healthcare Education 62

NobelBiz

JANUARY 16, 2024

Are you struggling to boost customer satisfaction, enhance agent efficiency, or increase lead generation in your contact center? So, as a call center owner, manager or supervisors how do you tackle these difficult challenges and improving the overall performance within your contact center?

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Call Center Interactive Voice Response Contact Center Inbound sales 52

TeleDirect

DECEMBER 14, 2023

If you have been considering investing in a dedicated call center , the question of its ROI has undoubtedly been raised. To answer this requires, in part, knowing the services your dedicated call center provides. How can you quantify how much money your company generated due to exceptional service?

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Call Center Customer retention Technical Support Sales 62

Blueship Call Center

SEPTEMBER 26, 2023

The call center sector has seen a significant transition in the commercial world. Call centers began as internal divisions devoted to sales and customer service. The use of call center outsourcing techniques increased corporate productivity in the latter half of the 20th century.

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outsourcing Call Center Calibration Contact Center 70

Fonolo

AUGUST 25, 2022

Imagine your agents providing stellar customer service to only 75% of your customer base. Every contact center manager works hard to ensure agents provide excellent service, and yet, this will be your reality if you don’t create an accessible contact center. Accessible Customer Service.

Call Center 87

Call Center Interactive Voice Response Contact Center Wait times 87

Taylor Reach Group

MARCH 8, 2021

The decision to engage a contact center consultant is not made lightly. We’ve found four main reasons for long-term lack of success after a consulting engagement: Lack of Knowledge. One reason a contact center organization calls us for help is that they simply don’t know what to do next. By Peg Ayers.

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Consulting Consulting Contact Center Chief Customer Officer 100

Outsource Consultants

AUGUST 21, 2023

Outsource Consultants delves into the key changes seen in Mexico over the last three years, helping you prepare for your perfect Mexican call center partner. This economic disparity gives Mexico a unique advantage to leverage its growth and negotiate better rates for its call center services.

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Call Center outsourcing Government Education 67

ShepHyken

NOVEMBER 27, 2023

Each week, I read many customer service and customer experience articles from various resources. Field Tested Tips for Aligning Customer Service and Marketing by Ronnie Gomez (Sprout Social) If a business is an orchestra, then every department is its own instrument. Here are my top five picks from last week.

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Customer Service Morale Customer retention Marketing 170

Global Response

JANUARY 31, 2024

You’ve decided to outsource customer service to a third-party provider. Today, we will explore how call centers in the USA have an advantage when adhering to regulatory compliance. We’ll look at several key regulations that affect call center compliance. Let’s dive in.

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Call Center Telemarketing Government Healthcare 62

Myra Golden Media

MAY 6, 2019

Back in my call center days, I paid a consultant a wad to tell me to, “Give your employees time after each call to debrief with their co-workers, and create a culture where they can turn to each other for advice and guidance for how to navigate a tough call.”

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Customer Service Consulting Consulting Coaching 256

TeleDirect

DECEMBER 14, 2023

They want personalized services from companies that know them and understand their needs. For this reason, some businesses shy away from the support call centers provide, thinking they couldn’t offer that level of engagement — and they would be wrong. Through advanced call center technology.

Call Center 62

Call Center Technology Interactive Voice Response Scripts 62

TeleDirect

DECEMBER 14, 2023

Interactive voice response ( IVR ) is considered an essential call center technology. It enhances the customer experience by guiding them through options when they call and, based on their response, directing them to the appropriate agent or relaying the needed information.

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Interactive Voice Response Call Center Wait times Abandon rate 62

Outsource Consultants

MARCH 14, 2018

In a recent article , Daniela gives the following tips for call centers to improve themselves and avoid complacency: Game plan changes based on self-assessment and the state of the company. Brainstorm ideas based on issues reported from the customer service department. We can help!

Consulting 52

Consulting Consulting Call Center Calibration 52

Outsource Consultants

JULY 26, 2021

Here’s where our expert advisors see the most opportunity in the next 12 months: Customer Service. Depending on your post-pandemic priorities (whether building back or expanding your business), customer experience remains one of the biggest factors impacting customer retention and creating brand loyalty.

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outsourcing Call Center Technical Support Contact Center 128

Outsource Consultants

FEBRUARY 24, 2021

Mike Hallowell, Executive Vice President of Sales with Outsource Consultants. Saint Louis Park, MN, February 17, 2021 – Mike Hallowell, a veteran of the call center and customer service industry, has joined Outsource Consultants as Executive Vice President of Sales. About Outsource Consultants.

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Consulting Consulting outsourcing Healthcare 67

Outsource Consultants

NOVEMBER 10, 2022

Finding post-service work for veterans can be an important and tricky transition, as with any career change. Veteran-owned call centers provide a unique opportunity to work alongside these heroes and gain unparalleled benefits. What are Veteran-Owned Call Centers? Partner with a Veteran-Owned Call Center Today.

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Call Center outsourcing Government Contact Center 67

Callminer

AUGUST 1, 2017

Most call centers struggle with efficiency at one time or another. And because efficiency is directly tied to minimizing overhead costs in the call center, it’s a prominent challenge. Find out what you can do today to boost efficiency and improve call center performance by reading our pros’ responses below.

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Contact Center Call Center Average Handle Time Real estate 334

Global Response

OCTOBER 2, 2023

In this article, we’ll look at why online reputation matters so much, and how to manage it effectively using a call center. Online reputation management is the process of managing how customers see your brand, particularly in online channels. A massive 97% of consumers consult online reviews before purchasing.

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Call Center Management Airlines outsourcing 62

Steve DiGioia

MAY 17, 2021

Great customer service. That’s what our customers want and that’s what we wish to provide. In today’s post, I compiled my list of the top 10 customer service acronyms to use every day. Customer Service Acronyms You Need to Know. So, what can companies do to improve customer service?

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Customer Service Personalization Sales Technical Support 341

TeleDirect

OCTOBER 20, 2021

Effective Call Center Strategies | Customer Service Tips for Call Centers | Call Center Coaching from TeleDirect. How do you transform potential into production when it comes to your call center? Effective Call Center Strategies & Customer Service Tips for Call Centers.

Coaching 62

Coaching Call Center Business Process Outsourcing outsourcing 62

Outsource Consultants

JUNE 7, 2021

We’ve all asked the question: “When will I find the right call center partner?”. Truth is, there’s a huge difference between BPO providers that can technically offer what you’re looking for and the perfect call center that delivers exactly what you need. Take the Perfect Call Center Quiz.

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Call Center outsourcing Consulting Consulting 128

TechSee

MAY 4, 2021

Economic and logistical challenges have resulted in businesses turning to the gig economy to support and scale their customer service and sales efforts while lowering their fixed costs and in-house overhead. The Concept of GigCX: Freelance customer service agents. Why Customer Service is adopting the Gig Model.

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Customer Service Contact Center Agent burnout Call Center 182

NobelBiz

JUNE 19, 2023

The modern world is centered on the concept of immediacy and the ability to obtain information instantly. As businesses, we need to harness this culture of immediate responses to elevate customer service levels. Real-time monitoring offers an unparalleled advantage in achieving this goal. What is Real-Time Monitoring?

Call Center 52

Call Center Coaching Contact Center Metrics 52

Global Response

MARCH 18, 2022

How to improve the customer experience in your call center. When it comes to customer service, quality is the name of the game. Did you know that 70% of customers will spend more money with a company if they have a good customer experience?

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Call Center Customer Experience Abandon rate Average Handle Time 71

Fonolo

JANUARY 11, 2022

What is call center management? It’s exactly as it sounds — the daily management and care of a call center and all the employees who work there. Contact center managers have an incredibly important and robust role. The Complete Guide to Call Center Management. One Contact Resolution, Mike Desmarais.

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Call Center Marketing Management First call resolution 81

Outsource Consultants

OCTOBER 11, 2022

The country’s thriving hospitality industry has created a culture of customer service and well-rounded Jamaican contact center agents. Starting in the 1990s, Jamaica has been investing in its business infrastructure, such as telecommunications services and federally owned power plants. A Better BPO Foundation.

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Call Center Government outsourcing Telecommunications 67