Call flow, Employee engagement, outsourcing and Service level

The Impact of and Opportunity for Virtual Agents on Call Center Outsourcers

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. However, with every paradigm shift, possibilities arise and usher in a new era of services.

Virtual Agent

Virtual Agent outsourcing Call Center Real estate

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. Employee engagement. Nathan Sansby @FMOutsource.

Call Center

Call Center Metrics Contact Center Wait times

Customer Contact Central

The Impact of and Opportunity for Virtual Agents on Call Center Outsourcers

20 Call Center Pros Share the Most Undervalued Call Center Metrics and How To Better Leverage Them

Webinars

Stay Connected