Noble Systems

APRIL 14, 2021

Virtual call centers offer many benefits for both businesses and their employees. One of the biggest benefits to a virtual call center platform is the cost savings – even compared to outsourcing. The virtual call center means reduced expenses for rent and operating costs. Reduce upfront and operational costs.

virtual call center 98

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

CSM Magazine

MARCH 19, 2020

Raya Contact Center, a leading Business Process Outsourcing provider serving the Middle East and Europe, has successfully enabled its entire contact center workforce of over 6,500 agents to work remotely. “As One of the largest pharmacy healthcare providers in the U.S.

Healthcare 59

Healthcare Government Education contact center workforce 59

Verint

AUGUST 17, 2017

When I probed with a technology question to one of the interviewees, the CEO of a large outsourcer, his response was, “Technology is easy. Clearly, employee engagement is of paramount importance to an overwhelming majority of contact center executives today. People are the hard part.”.

Employee engagement 30

Employee engagement Contact Center contact center workforce Gamification 30

DMG Consulting

JUNE 13, 2017

The contact center workforce optimization (WFO) market is in transition. The most frequently purchased WFO applications are recording, quality assurance (QA) and workforce management (WFM). WFO’s Journey into the Future .

contact center workforce 48

contact center workforce Business Process Outsourcing Gamification Contact Center 48

CSM Magazine

OCTOBER 15, 2018

Features such as Real-Time Adherence flag up when schedules are in danger of being breached while Intra-day Schedulers allow managers to reschedule the contact center workforce during the day taking into account unplanned changes in customer demand and unplanned agent absences. Running a series of ‘what if’ scenarios helps to.

Contact Center 56

Contact Center contact center workforce Average Handle Time Metrics 56

NICE inContact

JULY 17, 2019

It can be daunting to create and scale a team of remote contact center agents. Jill Blankenship, founder and CEO of outsourced customer support service Frontline Group, has experienced the challenges — but also leveraged new technology to capture data, measure and improve KPIs and manage a team of remote agents while on-the-go.

Contact center software 54

Contact center software Contact Center outsourcing Best practices 54

DMG Consulting

APRIL 16, 2019

It’s hard to overstate how much the contact center technology sector has progressed in the past 15 years. As the quality and effectiveness of self-service solutions improve, the number of contact center seats will decline. This will reduce dependence on outsourcers, particularly low-end offshore providers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Verint

JANUARY 31, 2018

Work performed in the back office in industries such as banking, healthcare, outsourcing and insurance includes processing claims, managing logistics, maintaining records, ensuring compliance and handling prescription orders.

Enterprise 39

Enterprise Healthcare Banking Contact Center 39

Verint

NOVEMBER 15, 2017

Ovum suspects that the front office/back office integration may have been hindered by strong organizational boundaries with protective managers, or the fact that in the past many enterprise business functions, including the contact center, have been outsourced, including some that were offshored.

Contact Center 31

Contact Center Enterprise outsourcing Accountability 31

Verint

DECEMBER 5, 2017

As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement , a number of trends are making it easier to link these two functions, including: In-sourcing previously outsourced contact center functions. The increase in channel digitization.

Contact Center 28

Contact Center Best practices Enterprise outsourcing 28

DMG Consulting

APRIL 5, 2017

This is a game changer for contact centers. For outsourcers that are penalized for not meeting service levels, it can save thousands of dollars and improve relationships with their clients.). Source: DMG Consulting LLC, February 2017.

Contact Center 48

Contact Center Service level Consulting Consulting 48

NobelBiz

MAY 22, 2022

She has managed multiple call centers in the US. Worked as a Director and managed outsourced BPO call center relationships before joining Parker Staffing as VP of our Onsite program. And enjoyed it so much that she stayed and worked her way up. Responsible for sales training, supervisor to telemarketing, sales & service.

call center workforce 52

call center workforce Call Center Management Gamification 52

BlueOcean

DECEMBER 10, 2019

Their values and habits will make a big impact on how you manage them, especially in the contact center. In this blog, we go beyond stereotypes and look at tangible ways to engage Gen Z in your contact center workforce. The 10 Most Important Contact Center RFP Questions [Infographic].

Customer Service 12

Customer Service outsourcing Contact Center contact center workforce 12