Expivia

DECEMBER 8, 2020

Outsourcing is not for everyone, and we have been very open about that, in fact, we did an entire episode on 10 reasons why you should NOT outsource. These 7 falsehoods though are topics that organizations that are new to call center outsourcing to think are reasons why they would NEVER outsource.

outsourcing 52

outsourcing Call Center Analytics Service level 52

Expivia

DECEMBER 8, 2020

Outsourcing is not for everyone, and we have been very open about that, in fact, we did an entire episode on 10 reasons why you should NOT outsource. These 7 falsehoods though are topics that organizations that are new to call center outsourcing to think are reasons why they would NEVER outsource.

outsourcing 52

outsourcing Call Center Analytics Service level 52

Fonolo

MAY 25, 2022

From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ. When it comes to reducing call center costs, start here.

Call Center 87

Call Center Technology First call resolution outsourcing 87

Fonolo

JUNE 29, 2021

With the right mechanisms at their disposal, agents are better equipped to drive sales, solve customer disputes, and otherwise contribute to your bottom line and call center metric health. But technology has remained a barrier for modern contact centers. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 91

Call Center Technology Contact Center outsourcing 91

Fonolo

MAY 25, 2022

From agent hiring and training to in-house IT support, marketing, and HR, call center costs quickly add up. Though some folks believe cutting corners on equipment is a great way to save your call center some cash, we beg to differ. Industry Report: State of the Contact Center 2022. Consider outsourcing.

Call Center 67

Call Center Technology First call resolution outsourcing 67

Fonolo

MARCH 3, 2022

Call center management requires high levels of attention, coordination, and strategy, especially as remote work environments become more and more of a reality. . It is clear that completely outsourced, work-from-home, and hybrid models are all common call center scenarios these days. . Metrics and data analysis.

virtual call center 87

virtual call center Call Center Management call center software 87

CustomerServ

DECEMBER 16, 2022

If 2020 and 2021 were years of change, transformation, and tumult in the business process outsourcing (BPO) world, how do we describe 2022 ? Outsourcing costs have been steadily rising in the U.S., BPOs to offer lower pricing for work-at-home vs. in-center because that delta closed rapidly during and post-pandemic. Here we go….

outsourcing 62

outsourcing Call Center Business Process Outsourcing At home agents 62

Global Response

JULY 17, 2023

Considering switching to a cloud-based call center solution? Compared to legacy solutions, or on-premise contact centers, cloud-based solutions make much more sense—and offer a lot more flexibility—for today’s market. Here’s how.

call center solutions 62

call center solutions Call Center Bilingual agents Analytics 62

Global Response

DECEMBER 23, 2022

Setting up your call center may seem as easy as hiring a few knowledgeable agents and providing them with a phone line—but nothing could be further from the truth. Even basic call centers have a variety of software requirements, from essential call center operating software to software for security and recruitment.

Call Center 62

Call Center Interactive Voice Response call center software Contact Center 62

Call Experts

MAY 30, 2019

Employee engagement is the passionate communication and management of operational goals and company mission. Participation is the focus of many employee engagement models. In practice, it may appear like a complicated process to manage and optimize employee engagement. Technology influences employees.

Employee engagement 60

Employee engagement outsourcing Call Center Answering services 60

Noble Systems

APRIL 14, 2021

What is a virtual call center? Imagine a call center – a hub of inbound and outbound calls, staffed by a team of agents and managers – but the agents and managers are located off-site, whether in small groups in other offices or individually at their own homes. This is the concept of the virtual call center.

virtual call center 98

virtual call center Call Center call center solutions call center software 98

Expivia

SEPTEMBER 2, 2021

Call center reporting is the only way to know how your contact center is performing. From daily performance reports to identifying seasonal trends, reporting is an art form in the call center that defines the past, present, and future of your organization. What Is Call Center Reporting?

Call Center 96

Call Center Average Handle Time Benchmark Best practices 96

OctopusTech

JULY 27, 2022

Call centers quality monitoring plays the most important role in delivering customer service. Operators working in the call center deal with large call volumes regularly, interact with different users, gather their responses, and deliver them to the top-level departments. What Is Call Quality?

Best practices 62

Best practices Call Center Scripts Feedback 62

Beyond Philosophy

MAY 25, 2016

Nearly 40,000 employees from two unions contracting with Verizon have been on strike for a little over a month. Now, Verizon is learning firsthand the cost of not having a strong culture of employee engagement—in actual dollars and sense. Employee Engagement and Customer Experience Are Linked.

Wireless 283

Wireless outsourcing Employee engagement Call Center 283

Expivia

JUNE 5, 2021

Setting up your call center floor is no small feat. You need to think about the operation of your contact center and take everything into account to create a productive and welcoming environment for your employees. If they’re uncomfortable working on your call center floor, their work will reflect that.

Call Center 98

Call Center Wireless outsourcing Employee engagement 98

JustCall

JANUARY 19, 2023

Call centers are established to meet the demands of customers. A good call center optimization can match the customer’s expectations with the best level of customer service. Customers have higher expectations than ever before, and call centers are finding it more and more difficult to live up to those expectations.

Best practices 52

Best practices Call Center call center workforce Abandon rate 52

Xaqt

JUNE 1, 2020

The offshore business process outsourcing industry is likely to be the hardest hit. Even before the global pandemic, Contact Center and Business Process Outsourcers (BPOs) were facing new headwinds and competitive pressures. VOIP made it possible to answer a call anywhere in the world. The large cloud providers (ie.

Virtual Agent 52

Virtual Agent outsourcing Call Center Real estate 52

Fonolo

JANUARY 29, 2019

We have 17 gifts for you today, or rather, 17 intriguing facts about call centers! You may know a few of these already, but trust us: It never hurts to revisit some of the pivotal advancements, trends, stats, and interesting facts that have made waves in the call center industry (both past and present). Call backs anyone?

Call Center 85

Call Center Airlines Contact Center Self service 85

Outsource Consultants

JUNE 6, 2022

However, after taking the remote work model for a mandated test drive, many employers – including outsource call centers – have embraced the idea as a permanent option. So how do you keep your remote contact center agents engaged? Remote Agent Engagement Can Be a Reality.

Gamification 128

Gamification At home agents Morale Employee engagement 128

TeleDirect

OCTOBER 20, 2021

Actually, it’s been in full swing here at TeleDirect , as many of our top-trained call center agents have been working remotely for years. But remote working also has a few challenges, and this article provides some call center management tips to keep your agents always feel like they’re part of a productive, purposeful team!

Call Center 48

Call Center Business Process Outsourcing outsourcing Employee engagement 48

Expivia

APRIL 1, 2021

Knowing how to engage employees well. This is the trick to create a positive and productive work environment in a call center. To improve the performance and success of your call center, follow this simple guide on how to engage employees. What Is Employee Engagement?

Call Center 52

Call Center Employee engagement Average Handle Time outsourcing 52

Expivia

MARCH 25, 2021

Knowing how to engage employees well. This is the trick to create a positive and productive work environment in a call center. To improve the performance and success of your call center, follow this simple guide on how to engage employees. What Is Employee Engagement?

Call Center 52

Call Center Employee engagement Average Handle Time outsourcing 52

Quality Contact Solutions

JUNE 24, 2021

How many people do you know that look forward to calling into a call center services provider for a question or issue they may have? So it is time for call centers to flip the script and change that perception. Given this, call centers are also in a desirable position to help impact their customers’ experience.

Call Center 89

Call Center Customer Experience Telemarketing Best practices 89

Quality Contact Solutions

APRIL 8, 2021

We all want to get a good ROI so how do we offset the cost of the call center? The front-line agents can make or break your investment in telemarketing efforts , so how can you be sure the center handling your client base are going to help your business? Build Confidence to offset Call Center Pricing.

Call Center 52

Call Center Telemarketing Morale call center solutions 52

Playvox

SEPTEMBER 30, 2021

You can apply this simple but powerful concept in a contact center to encourage agents to improve their quality, productivity, and effectiveness. Why You Should Bring Gamification into Your Contact Center. Related: Three Highly Effective Strategies to Retain Call Center Employees. Employee Engagement.

Gamification 52

Gamification Call Center Contact Center Coaching 52

BlueOcean

NOVEMBER 6, 2019

So, we’ll take a comprehensive look at the cost of ownership of your in-house contact center – both intangible and tangible expenses – and how it compares to the cost of outsourcing. The Cost of Contact Center Infrastructure. Next, let’s look at the physical space that is home to your contact center.

outsourcing 62

outsourcing Contact Center Employee engagement Contact center software 62

Etech GS

SEPTEMBER 25, 2019

Employees worked their 40-plus hours per week at a call center and went home with little complaint. Here’s how you can improve efficiency of your call center using better workforce management techniques. This is especially the case in a call center workforce, where employers often attract younger workers.

Call Center 69

Call Center Management call center workforce Average Handle Time 69

Outsource Consultants

NOVEMBER 17, 2021

In fact, many industries needed more outsourced agents than ever before. LMS software has emerged as a great new way to drive employee engagement for remote and in-office workers alike, giving agents and clients more flexible staffing options to improve utilization and reduce costs. Stay Thankful in 2022.

outsourcing 119

outsourcing Call Center Employee engagement Consulting 119

Quality Contact Solutions

DECEMBER 31, 1969

When evaluating your outbound call center team’s performance, there are a few things you must ask yourself. The choice about what metrics to measure and track is an integral part of a successful strategy for an outbound call center campaign. First Call Close. Calls per Agent. Call Quality.

Call Center 49

Call Center Metrics Scripts Sales 49

Call Experts

NOVEMBER 20, 2019

Centers incentivize employees to work over the holiday and be prepared. Having more people in the call center doesn't always mean readiness to handle holiday workloads. How Call Centers Manage the Holiday Rush. Call Experts Named as a Top Third-Party Verification Company by Clutch.co. More Blogs Menu.

Call Center 49

Call Center Management Contact Center Journey mapping 49

Ansafone

OCTOBER 18, 2022

Business Process Outsourcing. A contact center can provide representatives that take care of every single call. There is no better time to boost employee engagement than now! Outbound Call Center Services. Outbound call services can include telemarketing, sales, surveys, and customer retention calls.

Contact Center 62

Contact Center Business Process Outsourcing Telemarketing outsourcing 62

CX Global Media

JULY 11, 2019

The fourth step ( Step 1 , Step 2 , Step 3 ) in the contact center agent journey is about leadership that engages agents. Employee engagement has always been a problem in contact centers. EXPERT SESSION – Engagement… or Relationship? EXPERT SESSION – How Do Your Call Center Supervisors Measure Up?

Contact Center 120

Contact Center CCNG Morale Coaching 120

Contact Center Pipeline

FEBRUARY 19, 2019

The contact center environment can be hectic—you probably have don’t have much time or patience for a third-party outsourcer telling you how to “transform” your call center operations. I get it, having run brick-and-mortar call centers […]. You’re thinking: “Give me a break.

Contact Center 153

Contact Center outsourcing Call Center Employee engagement 153

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The responses were remarkably similar—18 of the 20 customer service professionals I interviewed voiced their concern over what can be broadly categorized as employee engagement.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

Fonolo

FEBRUARY 18, 2021

For example, if you’re looking to increase productivity and agent performance, you’re likely looking at a larger goal of improving employee engagement. You probably have a wealth of information just waiting to be tapped in your contact center channels. TIP: Ask yourself: is this issue a symptom of a larger problem?

Contact Center 148

Contact Center Abandon rate Average Handle Time First call resolution 148

HGS

SEPTEMBER 30, 2015

Posted by Marsha Eisnor Contact centers are often prone to transition. Whether it’s an in-house contact center moving to an outsourced environment for the first time [.]. The post Managing Knowledge Transfer During Contact Center Outsourcing Transition appeared first on Team HGS Blog.

outsourcing 100

outsourcing Contact Center Management Employee engagement 100

Nicereply

AUGUST 22, 2019

This might sound like outsourcing, but there’s a big difference. Traditional service outsourcing was an ideal solution for business leaders looking to increase their call center bandwidth while reducing costs. Increased Employee Engagement. Support as a Service flips that script on its head.

outsourcing 68

outsourcing Customer Support Scripts Call Center 68