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.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 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.

Call Center 182

Call Center Management Scripts Coaching 182

NobelBiz

JUNE 19, 2023

By harnessing cutting-edge technology and advanced analytics, call centers can gain valuable insights into their operations as they unfold , making informed decisions in the heat of the moment. In a call center setting, real-time monitoring refers to the continuous observation and analysis of customer interactions as they occur.

Call Center 52

Call Center Coaching Contact Center Metrics 52

Global Response

MARCH 26, 2024

Yet many companies struggle with low first call resolution (FCR) rates. Strategies for improving first call resolution The good news is you’re not alone. Companies are constantly working to improve their first call resolution rates. Let’s take a look.

First call resolution 62

First call resolution Interactive Voice Response CRM Chatbots 62

Outsource Consultants

MARCH 29, 2021

But not all outsource call center partnerships are created equal — and they all require management. Quite frankly: if you’re not challenging the status quo with your call center partnership, then you’re not doing enough. Call Center Tip #2 — Set Realistic KPIs. Call Center Tip #3 — Avoid KPI Cannibalization.

Management 76

Management Calibration Call Center Average Handle Time 76

Outsource Consultants

SEPTEMBER 14, 2021

So if you have specific AI goals, you should definitely consult on your options with an expert contact center partner. Decreased call abandonment rates and total call time (by eliminating call holds). Higher customer satisfaction and higher agent morale. Empower Agents Now for Success Later.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

aircall

DECEMBER 16, 2016

Call center monitoring is the continuous process of data collection, analysis, and feedback. First, you gather data pertaining to your call centre’s performance (employee efficiency, customer attrition, speediness of execution, etc.), Nevertheless, call center monitoring can be tricky to put into place.

Call Center 82

Call Center call center software Abandon rate Metrics 82