Outsource Consultants

NOVEMBER 1, 2021

It probably wasn’t your first tactical choice, but if call volumes were high and your back was against the wall: “Well, let’s just spend more on outsourced agents to get us through this busy patch.”. Don’t Ignore Automation & Self Service. These often include self-guided order tracking or purchasing.

Customer Experience 135

Customer Experience Interactive Voice Response outsourcing Self service 135

Vistio

JUNE 10, 2022

I’ve been in the contact center consulting space for almost my entire career, which is now, I hate to say it, about 30 years. I started actually by starting up a couple of consulting practices for two major BPOs, which would be Sitel and Convergys. I just want to call out our VP of operations and managed services at Kevin Lasky.

Consulting 52

Consulting Consulting Best practices outsourcing 52

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? International travel is a cornerstone of most outsourcing programs.

Call Center 128

Call Center outsourcing Government Marketing 128

Transparent BPO

DECEMBER 3, 2019

This post — part five of our Expert Interview Series — features customer experience strategy consultant Peter Ryan discussing 2020 CX trends. As we reach the cusp of the new year, what customer experience trends should enterprise brands and their outsourcing partners be watching? Diversify your contact center through outsourcing.

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

Outsource Consultants

DECEMBER 13, 2021

There’s nothing outsource call center vendors want more than a seamless working relationship. Well, in outsourcing they say, your BPO leaders’ small hearts will grow three sizes that day ! Better Self-Service Options: solutions that help customers solve issues on their own, through their preferred channels.

outsourcing 128

outsourcing Gamification Morale Call Center 128

Outsource Consultants

JULY 25, 2023

AI-Aided Agents AI goes beyond being a tool for enhancing customer self-service. This advanced AI-driven quality assurance approach enhances overall call center operations and helps to consistently improve customer service. This leads to less frustration and more control for customers before ever speaking to a live agent.

Call Center 128

Call Center Interactive Voice Response Technology Chatbots 128

TechSee

JUNE 1, 2021

This format also gives businesses the flexibility to take on additional GigCX agents when necessary, allowing organizations to ensure top-quality service during high-volume periods. Job scheduling is even more complicated when it comes to freelancers or outsourced technicians. Human error – double booking, mismatching skills, etc. –

Customer Service 109

Customer Service Upselling outsourcing Self service 109

Outsource Consultants

SEPTEMBER 14, 2021

That’s because nearly 40% of current incoming call volume can be handled entirely with automated, self-service channels , according to a business leader survey from Gartner. Emphasizing self-service via call deflection allows you to automate customer engagements across sales, support, product info, etc. — Let me help?”.

Contact Center 125

Contact Center Interactive Voice Response Morale Abandon rate 125

Outsource Consultants

AUGUST 3, 2020

Now is also a good time to review your current customer experience, to identify self-service automation that can reduce the agent burden and lower your total call center costs. Leverage Outsourcing to Maximize Your Travel Industry ROI. Contact Outsource Consultants for a free, no-risk consultation to find out.

Interactive Voice Response 127

Interactive Voice Response Average Handle Time outsourcing Call Center 127

ShepHyken

FEBRUARY 12, 2021

You’ll also reduce the chances of the client experiencing two of their biggest pet peeves: Having to explain the situation all over again to a new consultant. 47% of companies outsource their call center operations to solve capacity issues. Not getting through to someone who can answer their query.

Chief Customer Officer 275

Chief Customer Officer Call Center Consulting Consulting 275

SmartAction

MAY 23, 2019

This is the fifth of a five-part blog series that outlines the Five Best Practices for AI Self-Service Without Compromise. Use this guide to automate your contact center and Customer Experience (CX) with AI self-service in voice, chat, and text. CX Consultant. What does a best-of-breed CX team look like?

Self service 40

Self service Virtual Agent Contact Center Engineering 40

DMG Consulting

DECEMBER 1, 2020

Artificial Intelligence (AI)-based self-service capabilities – Self-service has become the channel of choice for customers in many countries, as surprising as it seems. Digital transformations are proving highly beneficial for customers, companies and their employees. . Learn more at www.dmgconsult.com.

Contact Center 100

Contact Center Government Self service Virtual Agent 100

TechSee

APRIL 10, 2018

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants.

Call Center 139

Call Center Technology outsourcing Self service 139

Call Design

MAY 31, 2022

Australia’s leading CX outsourcing solutions provider, TSA Group, has approximately 3,000 customer service and sales agents servicing industries including telco, health insurance, finance and retail. Alvaria and Call Design announce a new Alvaria Workforce customer, TSA Group.

Management 78

Management Finance Enterprise outsourcing 78

Global Response

JANUARY 23, 2023

81% of customers say they want more self-service options available as less than a third of companies offer self-service options. 90% of customers say that an “immediate response” is important when they have a customer service question.

Customer Service 62

Customer Service outsourcing Self service Inbound sales 62

CSM Magazine

SEPTEMBER 29, 2022

For example, digital self-service channels offer a tremendous cost savings opportunity for service organizations, costing $0.09 per contact compared to $14 per contact in assisted service, according to Gartner research. Migrating volume to digital and self-service.

Real estate 52

Real estate Customer Service Finance Self service 52

Help Scout

SEPTEMBER 14, 2021

Tip #4: Create self-service content ASAP. While deciding on which channels they were going to actively support took some consideration, the Workshop team knew they wanted to invest in self-service from day one: “We decided to have support documentation ready for launch,” said Homann. Outsourced customer service.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

Outsource Consultants

JUNE 22, 2020

But no matter where you’re at with your customer service and outsourcing efforts, whether remote or on-premise, you must do more than simply cutting dollars from your budget — you need strategies that make sense. After all, 86 percent of customers will pay more for companies that offer exceptional customer service.

Call Center 84

Call Center outsourcing Interactive Voice Response Chatbots 84

Inbenta

NOVEMBER 9, 2021

Social distancing has altered how people purchase goods, communicate and work, and banks have had to reduce their dependence on humans, when possible, to become a lights-out business that meets customer demands for 24/7, omnichannel access to services. Guiding Bank Consumers Towards Digital Self-Service.

Banking 95

Banking Chatbots Customer Care Self service 95

Outsource Consultants

JULY 3, 2018

What this shows is that artificial intelligence (AI) may not completely overtake human service agents, but it’s also not a fad that’s going away any time soon. Companies need to embrace self-service options in their customer experience, but this can be tricky to implement. This is accomplished through surveys and feedback.

outsourcing 52

outsourcing Self service Chatbots Contact Center 52

Outsource Consultants

JANUARY 11, 2018

It’s true, many companies seek to use the services to streamline their customer experience, but it can often backfire with poor quality or set-up. That being said, we at Outsource Consultants have helped companies find the right IVR services for their needs that ended up providing them with numerous benefits. We can help!

Interactive Voice Response 52

Interactive Voice Response outsourcing Virtual Agent Consulting 52

Call Experts

FEBRUARY 19, 2020

Self-Service Tools. The more customers respond to your self-service tools, the fewer people hours you have to fulfill. Also, self-service tools like portals and live chat often have metrics and dashboards built for your company to understand the experience. Our Answering Service Handles Your Office Calls .

Customer Experience 80

Customer Experience Journey mapping Self service Interactive Voice Response 80

CSM Magazine

DECEMBER 1, 2022

For both, services can be enhanced by utilizing a blend of self-service (for routine inquiries and requests) and live support. The importance of a healthy company culture—in which the specialists feel they are supported and part of something worthwhile—cannot be overstated for either customer care or customer service.

Healthcare 52

Healthcare Customer Care CRM Self service 52

Fonolo

JUNE 13, 2023

If you send some of your calls to a BPO/outsourced call center, the call-back strategy won’t extend to those calls. Is there an easy-to-use interface so that these adjustments can be made without involving IT resources or calling in a consultant? Handling these kinds of sticky situations is really critical.

Contact Center 104

Contact Center Abandon rate Call Center Wait times 104

Call Experts

OCTOBER 23, 2019

Then you can craft a self-service experience, train your support team, and develop content. Build a knowledge base to support self-service solutions. Outsourcing your customer service team is a perfect way to enhance efficiency at your company, scale your customer base, and get the benefit of an entire organization.

Personalization 53

Personalization Customer Service outsourcing Self service 53

Enghouse Interactive

MAY 28, 2021

Guest post by Phil Riley, S.Tel Consultants. For Housing Associations, customer service is key to success – it is essential to keep customers happy and make it very easy for them to communicate with the organisation. Busier customer service teams – and AI to meet changing needs. Becoming more digital. Turning on video.

Customer Service 119

Customer Service Self service Government Banking 119

HGS

MAY 27, 2015

Simple and routine transactions will be automated as more and more customers move to digital and self-service routes. At the same time, complex services requiring that “all-important human touch” will be delivered via voice by specially trained customer service advisors. Transactional to Consultative. outsourcing.

Contact Center 100

Contact Center Multi-channel support Complaint resolution outsourcing 100

Call Experts

JANUARY 8, 2020

Self-service. Also, by incorporating these solutions into your customer journey, you can provide self-service options for your customers and help reduce the number of calls to your support team. Sometimes, voice communication can cause issues for customer service and may cause inconvenience in communication.

Journey mapping 78

Journey mapping Contact Center Interactive Voice Response outsourcing 78

TechSee

SEPTEMBER 9, 2020

This tenant-first philosophy applies to both the private and public housing sector and requires the creation of a new kind of digital tenant experience – everything from live chat and online knowledge resources to self-service portals. The answer is through live consultation with a remote expert, supervisor or a colleague.

Management 145

Management Engineering voip outsourcing 145

Call Experts

DECEMBER 18, 2019

Focus on self-service benefits. The intention of automation is self-service at all times of the day. While those seeking more personalized requests, like bank balance information or outage patterns of electric service, are offered more privacy without the need to speak to a person. HR CALL OUT SERVICES: How?

Interactive Voice Response 81

Interactive Voice Response Journey mapping Contact Center Call Center 81

Outsource Consultants

JULY 10, 2018

If you’re outsourcing your contact center services because you need scalability and the ability to serve more customers, you’re looking for more than a cheap price. They included the outsourced agents in their gamification and celebrations and held them to the same standards as their in-house agents. We can help!

Contact Center 52

Contact Center outsourcing Gamification Call Center 52

Outsource Consultants

AUGUST 7, 2018

In addition to the immediate benefits related to outbound calls, AI can help telemarketing agents by providing customers with self-service through machine learning. Customer might be interested in making another purchase.”). Many contact centers don’t have agents specifically for sales without handling inbound calls as well.

Outbound sales 52

Outbound sales Telemarketing Sales outsourcing 52

Transparent BPO

AUGUST 20, 2019

As such, they don’t emphasize technology upgrades or process improvements for in-house centers and, when outsourcing, settle for the least expensive options. Worse, some companies are cutting their contact centers altogether, considering them less relevant in this age of digital self-service. With unemployment in the U.S.

Contact Center 69

Contact Center outsourcing Surveys Call flow 69

Outsource Consultants

MAY 30, 2018

Brazill’s article suggests companies utilize self-service methods, such as chatbots, in order to keep up with the increasing customer demands for instant answers. Need an outsource contact center that utilizes AI? We can help! The post How AI Can Improve Contact Center Processes appeared first on.

Contact Center 52

Contact Center Scripts outsourcing Chatbots 52

Fonolo

JANUARY 31, 2018

Their “Inner Circle Guide to Self-Service” was included in our last report round-up post.) the outsourcing sector has been very quick to embrace cloud technology, with the very nature of their business is a cultural fit with the idea of letting a third-party take control of non-core…”. “In Where to get it: [link].

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

Global Response

JANUARY 27, 2023

If you find your FRT is continually lagging or even increasing, consider partnering with an outsourced customer service team to get the support you need for your customers. However, you can also reduce average time in queue by improving the number and quality of self-service options.

Metrics 62

Metrics Abandon rate Customer Service outsourcing 62

Outsource Consultants

FEBRUARY 16, 2018

If your brand’s digital experience accommodates self-service without much interference, you’re more likely to gain my loyalty. The post From a Twenty-Something: 3 Honest Reasons the Digital Experience is Important appeared first on Outsource Consultants. Like it or not, that’s the way it is. We can help!

outsourcing 52

outsourcing Big data Customer centricity Contact Center 52