CCNG

MAY 11, 2022

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? Let's jump right in. ?

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Outsource Consultants

JANUARY 18, 2022

As we enter a new year, Outsource Consultants Founder & President Corey Kotlarz shares his thoughts on the state of the call center industry. Looking back on 2021, what surprised you the most about the state of the call center outsourcing industry?

Call Center 128

Call Center outsourcing Government Marketing 128

SQM Group

OCTOBER 18, 2023

Stay ahead in the call center industry by staying updated on evolving customer service trends and preferences.

Call Center 82

Call Center Customer Service 82

Outsource Consultants

JUNE 8, 2023

Saint Louis Park, MN, June 8, 2023 – Todd Tierney, a veteran of the call center and customer service industry, has joined Outsource Consultants as an Executive BPO Matchmaker. Throughout his impressive career spanning two and a half decades, Tierney has been a prominent figure in the call center industry.

Consulting 67

Consulting Consulting outsourcing Call Center 67

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. Foreign investors can enjoy the beautiful scenery and a thriving BPO industry, bolstered by support from the country’s government. Continuous Growth in the Industry.

Call Center 67

Call Center Government outsourcing Telecommunications 67

Fonolo

MARCH 15, 2022

After coming out of a very change-heavy two years, an anticipated trend for call centers in 2022 is an increased focus on workforce management. With remote work becoming a permanent fixture of the contact center industry, proper staffing and scheduling is trickier than ever. 5 Common Call Center Forecasting Methods.

Call Center 87

Call Center Contact Center Accountability Management 87

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. In the era of the “great resignation” and in an industry with record staff turnover, employee retention is on every manager’s mind. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. DID YOU KNOW?:

Call Center 155

Call Center Brand ambassadors Contact Center Chatbots 155

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

SQM Group

JULY 27, 2023

Learn how you compare to industry peers, the call center industry average, and world-class performers for the top call center benchmarks and industry standards.

Benchmark 89

Benchmark Call Center industry standards 89

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.

Call Center 67

Call Center Government outsourcing call center workforce 67

Contact Center Pipeline

APRIL 28, 2021

2020 was already showing signs of being a transformative year for the call center industry—with growing interest in “all things cloud” due to the benefits of an OpEx model, zero-touch roadmap upgrades, and the beginning rumblings of moving away from the traditional brick-and-mortar facility to save on capital expenses and attract talent from a wider (..)

call center software 246

call center software Call Center Contact Center Technology 246

Ansafone

NOVEMBER 29, 2021

Call centers are a reliable resource that can provide a helping hand and listening ear to help manage the challenges faced by organizations in the healthcare industry. Care centers, hospitals, and other health-related offices open their … Key Call Center Services for the Healthcare Industry Read More ».

Healthcare 62

Healthcare Call Center Contact Center Management 62

Fonolo

FEBRUARY 29, 2024

Why not take a break from the heavy lifting for a moment, and check out Fonolo’s annual State of the Contact Center report? This e-book is one of our most anticipated documents of the year, featuring insights from industry experts about the topics that matter most in today’s contact center. What’s inside?

Contact Center 87

Contact Center Call Center Self service Customer Care 87

Fonolo

DECEMBER 15, 2022

Call center leaders are always looking for ways to take their operations to the next level. That all depends on the goals your contact center sets. It’s up to you to set those standards and provide the right support and motivation for your call center team to achieve them. How to Buy Contact Center Software.

Call Center 138

Call Center Contact center software Abandon rate Self service 138

Voiptime

JULY 15, 2022

The call center is one of the first points of contact between customers and your company. Why is the call center so important in the insurance industry and how can you benefit from it? It can have both positive and negative impacts on their decision.

Call Center 75

Call Center 75

Fonolo

NOVEMBER 8, 2022

High call volumes are three words that can strike fear into the heart of any call center professional. Without the right preparation, even the most established operations can find themselves struggling with call demand, and trying to stay afloat when faced with an onslaught of customer queries. Interactive Voice Response.

Call Center 156

Call Center Interactive Voice Response Self service Abandon Call 156

OctopusTech

APRIL 18, 2024

Learning how to improve customer engagement in a call center is significant in this competitive market. This is critical as every call determines how people perceive your company, and you can lose a client even by making one small mistake. Call center worker accompanied by her team.

Call Center 62

Call Center Contact Center Telemarketing outsourcing 62

Fonolo

JANUARY 31, 2023

Call center training has always been one of the key pillars of running a successful call center. As the industry advances, so do the methods we use to ensure our workforce is performing at its best. A strong call center training program should not just be part of your onboarding process.

Call Center 141

Call Center Contact Center Coaching Gamification 141

Fonolo

NOVEMBER 22, 2022

Whether you’re diving into a new industry or looking to brush up on your skills, training courses can benefit professionals at any stage of their career. Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023. Who Should Take Call Center Management Courses?

Call Center 147

Call Center Management Benchmark Contact Center 147

Global Response

JANUARY 22, 2024

Maisel expertly working the switchboard in the 1960s or Bob Wiley in What About Bob trying to pull a fast one on Betty, the call center representative, in the 1990s, we can picture the early days of the call center. But as technology advanced, so did the call center. Ready to perfect your CX?

Call Center 62

Call Center outsourcing Interactive Voice Response voip 62

Fonolo

OCTOBER 20, 2022

The great migration of contact centers transitioning from on-site to hybrid work environments isn’t slowing down–and an air-tight call center security strategy has never mattered more. There’s a staggering amount of sensitive information that flows through a contact center every day. DID YOU KNOW?:

Call Center 146

Call Center Contact Center industry standards Interactive Voice Response 146

Global Response

NOVEMBER 6, 2023

Although call centers provide essential support and benefit to your business—including increased customer service availability, improved productivity and efficiency, stronger service levels and more—if a legal dispute or non-compliance issue is uncovered, your call center can end up costing you more than you imagined.

Call Center 62

Call Center outsourcing Telemarketing Healthcare 62

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.

Call Center 196

Call Center Self service Gamification Contact Center 196

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.

Best practices 62

Best practices Call Center Healthcare Education 62

TCN

DECEMBER 7, 2022

Call centers across the globe face many of the same challenges, from agent retention rates. The post <strong>Top Trends Taking Over the Call Center Industry in 2023</strong> appeared first on TCN.

Call Center 52

Call Center call center software 52

Fonolo

SEPTEMBER 1, 2022

Of course, call centers are notorious for high turnover rates. But if you’re a call center leader, it’s your job to combat that damaging trend. If you don’t, your customer service will suffer, and your call center operations will too. Why is Call Center Employee Retention Important?

Call Center 137

Call Center Abandon rate Average Handle Time Morale 137

AnomalySquared

NOVEMBER 10, 2023

To maintain and exceed guest expectations in the highly competitive hospitality industry, these establishments must embrace modern technologies and customer service strategies. One such strategy is partnering with a call center services provider, which can significantly enhance the guest experience and streamline operations.

Call Center 94

Call Center Customer Service Technology outsourcing 94

Outsource Consultants

APRIL 15, 2024

Political campaigns are a whirlwind of activity, and with this year’s election approaching, securing the right call center partner is crucial. Time is of the Essence The window for securing a qualified political call center can be tight. Political call center procurement requires careful consideration.

Call Center 67

Call Center Telemarketing Self service Surveys 67

Global Response

FEBRUARY 28, 2024

If your small business is currently experiencing these growing pains, it’s time to consider partnering with a call center. In this article, we’ll explore why you need call center services, how they will benefit your business, and how to choose the right one. Let’s dive in.

Call Center 62

Call Center Customer Experience outsourcing Brand ambassadors 62

NobelBiz

MARCH 20, 2020

This is First Contact: Stories of the Call Center. In episode 3, we talk with Cathy Karabetsos, CEO and President of QCSS about her experience as a leader in the global contact center market and about managing her life as a mother of seven blessings.

Call Center 106

Call Center Contact Center Marketing Management 106

LiveVox

OCTOBER 4, 2022

Call center dialers use predictive, progressive, and power functionality to increase agent productivity, maximize output, improve results, and abide by regulations. The post The 3 Call Center Dialers that Define the Industry appeared first on LiveVox.

Call Center 52

Call Center 52

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 106

Call Center Management Wait times Contact Center 106

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. To find the answer, you need to evaluate your current call center workflow and identify opportunities for automation.

Call Center 142

Call Center Interactive Voice Response call center software CRM 142

Hodusoft

MAY 10, 2023

11 Must Know Call Center Terminologies- A Guide! In today’s business landscape, call centers serve as the primary channel for communication with customers, providing them with product and service information and support. between 2021 and 2026. This also leads to improved customer satisfaction and increased loyalty.

Call Center 100

Call Center Abandon Call Interactive Voice Response call center software 100