Mon.Oct 11, 2021

BPO Call Center: 6 Questions & How-To Implement

Shannon Keown

BPO is a common acronym in the call center world. It stands for business process outsourcing, a term used to describe the hiring of a third-party to complete a business operation

25 ways to improve call center efficiency


Read this blog for tips on how to increase call center efficiency and improve your business's image in the eyes of your customers


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HVAC Answering Service Benefits

Ashley Flores

HVAC companies are the superheroes we never knew we needed. Whether doing a routine maintenance check or answering a desperate call in the middle of the night, they are essential

4 Steps to Creating a Successful KAM Program


Key account management , or KAM, is one of the most valuable developments in account management to have emerged in the last 20 years. It is a process in which to build and maintain relationships with your most critical accounts.

AI-Enabled Agent Quality Assessments Optimize Contact Center Performance

Quality Assurance is a major challenge for contact centers today. With up to 95% of customer interactions going unreviewed, many organizations are relying on a small sample of data to coach and evaluate their agents. AI-enabled agent quality assessments transcribe and analyze almost all agent-customer interaction recordings, leading to more comprehensive, consistent and unbiased agent evaluations and MUCH better CX. Find out how by downloading the whitepaper today!

The Future Is Hybrid Care: Combining In-Person And

Matt Dickson

Prior to COVID-19, telehealth and virtual care models were challenged by financial, legal, and organizational hurdles that limited their growth.

More Trending

Why Call Centers Should Utilize Soft Skills


Want to improve your CX? Start with your agent training activity

Oct 11 – Customer Success Jobs


Role: Head Of Client Success Location: Sydney, New South Wales, Australia Organization: Liven As a Head Of Client Success, you will guide, develop and lead the Client Success team to achieve quarterly objectives and key results.

What Health Systems Should Do To Address The

Stericycle Communication Solutions

We are more than a year and a half into the pandemic, and nurse fatigue remains unchecked. Nursing shortages and burnout predate the COVID-19 pandemic. However, right now, health systems across the United States are witnessing unprecedented levels of compassion fatigue and high turnover rates


How Vodafone adopted best practices for its COVID-19 response plan


If you spent any time on the What’s Next blog last year, you might have seen us talking about Forrester’s COVID-19 response plan.

The Art of Community: Higher Logic & Vanilla Forums Super Forum!

Speaker: Keynote Speaker, Guy Kawasaki, Chief Evangelist, Canva

In its 12th year? Super Forum is the largest and most comprehensive conference for executives, community managers, marketing, membership, and customer success professionals who want to connect, engage, and create better customer and member experiences. And this year, we’re going even bigger as we add Vanilla’s highly regarded Conversations conference into the mix. Register today!

5 Medical Call Center Services You Never Thought

Stericycle Communication Solutions

It’s no secret that medical call centers do more than serve as an after-hours or overflow service for busy providers and office staff.

5 Top Customer Service Articles of the Week 10-11-2021

Shep Hyken

Each week I read many customer service and customer experience articles from various resources. Here are my top five picks from last week. I have added my comment about each article and would like to hear what you think too. 4 Ways to Level Up Your Customer Service in 2021 by Reuben Yonatan.

Medical Call Center Allows Staff To Focus On

Stericycle Communication Solutions

How would you handle canceling thousands of appointments then rescheduling them for the future without losing any patients or disrupting their continuity of care? This is the challenge that a major west coast academic medical center faced

Knowledge Base SEO: 5 Easy Ways to Optimize Your Knowledge Base Articles


Did you know that 89% of customers are more likely to make another purchase if they have a positive customer service experience on your website? However, delivering excellent customer service that nets more sales and [ … ].

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How Product Teams Can Leverage Community

Speaker: Scott Baldwin of ProductBoard

Product Leaders, sign up if want to learn how to: - What is product excellence? - How community led and product-led growth can act as success multipliers - How to create a tight and ongoing feedback loop - How to leverage your community members to drive adoption. When: September 21st at 12pm EDT. Register today!

How to Manage Increases in Call Volumes


Call centers have experienced a dramatic increase in call volume over the last year and half since the onset of the pandemic. Managing high call volume has impacted contact center performance and call center metrics by driving up average handling time.

Three Ways to Maintain a 5-Star Contact Centre

CSM Magazine

In January 2018, I joined Insite Energy to help lead a strategic customer service transformation. In this article, I will share some of the important lessons I have learned that will help maintain long-term excellence.

How to Build a Customer Acquisition Strategy


COVID-19 has altered the world in profound ways, shifting behaviors inside and outside the home personally and professionally. Between business closures, job losses, and changes in spending habits, the pandemic has wreaked havoc on marketing teams, sales funnels, and customer acquisition strategies

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Customer Targeting for eCommerce Marketing

CSM Magazine

The marketing game is rather complex and there are different types of marketing you can choose from. Online store owners opt for eCommerce marketing, which allows you to market your products to a wide audience.

Reaching Unreachable Candidates

Speaker: Patrick Dempsey and Andrew Erpelding of ZoomInfo

What is ZoomInfo for Recruiters? Find and connect with the right talent to fill roles fast with more data, basic search, advanced search, candidate and company profiles, and export results. Watch this On-Demand Webinar today to see how ZoomInfo for Recruiters can work to get your talented candidates results.

3 Must-Have Non-Voice Customer Support Strategies

Outsource Consultants

Is the time for talk dead? There’s a healthy debate rolling across businesses that rely on BPO services: what’s the right contact center balance between voice and non-voice services?

What Is A Conversational User Interface (CUI) & How to Leverage It


Contents: – What Is A Conversational User Interface (CUI)? – Define Your Chatbot Goals. – Keep Conversation Quality and Flow in Mind. – Take Care of Your Chatbot Branding . – Test Again and Again, Both Pre-Launch, and Post-Launch. – Go Forth and Chat.

The 5 keys to skimmable surveys for improved feedback


This post is by Karl Barksdale, Customer Concierge at Delighted. If a survey doesn’t instantly communicate its purpose, isn’t from a trusted source, or seems trivial, it will be ignored. This is the conventional wisdom.

Keynote Differences Between Inbound and Outbound Call Center


Take a look at the real impact of inbound and outbound call centers. Define how they bridging the business needs with customers issues in your company

Power Hour with the Community Team at Mural

Speaker: Beth Vanderkolk, Lindsay Olson, & Amanda Peterson, The MURAL Community Team

Want to know what it takes to build a community from the ground up? Join us for our panel discussion with the MURAL Community Team. In just 4 months, they have established a thriving community, and they're with us to explain how they did it.

How to retain customers who are on verge of cancelling


You may have come across situations where your customers no longer want to work with you. A root problem might be that they never gained business value from your product. Why is that? Did they implement it poorly? A lot of questions come right knocking at you.

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10 Best Product Analytics Tools in 2021


A Product Analytics Tool is software that provides businesses with insights about customers’ interaction with their products. Product analytics tools help companies with digital products to collect data and analyze how customers interact with various features of their products.

How to build a customer rapport


The General Social Survey asked, “What percent of people are trustworthy?” ” The average response was 30%. But when they asked, “What percent of people t hat you know are trustworthy?” ” The average response was 70%. Simply knowing leads to trust.