NobelBiz

APRIL 18, 2023

It is much more critical in determining the economic model of a partnership when outsourcing call center activities. Promote Transparency : Be open and honest with your team about company goals, KPIs, and areas for improvement, inviting their feedback and input.

Contact Center 52

Contact Center Interactive Voice Response Management Gamification 52

Hodusoft

AUGUST 9, 2023

Outsource the rest.” It isn’t surprising to see that many small, medium, and large businesses outsource their customer service to BPOs. As per a study conducted by Clutch, more than one-fourth of small businesses surveyed outsource their customer service to BPOs (business process outsourcing organizations).

Contact center software 52

Contact center software Contact Center Customer Service Agent burnout 52

Balto

JUNE 12, 2023

The top tools used were agent training (46.65%), Customer Relationship Management (CRM) tools (42.68%), and knowledge bases (36.48%), and bringing up the rear were none of the above (5.71%), and gamification tools (9.43%). You can also outsource some of your 1-on-1 training by pairing new and tenured agents in a buddy system.

Contact Center 52

Contact Center Coaching Gamification Upselling 52

Transparent BPO

AUGUST 13, 2019

Subscribe to our bi-weekly newsletter, Outsourcing Insider Subscribe 3. Training new agents also requires some “toggling” through the use of multimedia, role-playing, and gamification. A collaborative learning environment where they can get immediate feedback is also helpful.

Contact Center 85

Contact Center Customer Experience Gamification Interactive Voice Response 85

LiveChat

JANUARY 23, 2020

Outsourced or in-house? Collecting customer feedback. I can’t imagine a better way of collecting customer feedback than simply tuning in to what the people in the community have to say. The same way you can reduce the costs of educational campaigns, customer service, research, gaining feedback, or even advertisement.”.

Gamification 69

Gamification Feedback Education Entertainment 69

NobelBiz

JUNE 5, 2023

It is often outsourced to third-party providers offering lead generation call center services. Implementing a supportive and positive work environment, where agents receive regular feedback, recognition, and incentives, can also boost their confidence and motivation.

Call Center 52

Call Center Scripts CRM Contact Center 52

NobelBiz

MAY 22, 2022

Worked as a Director and managed outsourced BPO call center relationships before joining Parker Staffing as VP of our Onsite program. Jennifer: As far as working remotely right now, in terms of technology, we have to monitor the calls to make sure that we can provide the appropriate coaching and feedback.

call center workforce 52

call center workforce Call Center Management Gamification 52

OctopusTech

SEPTEMBER 29, 2022

With robust reporting, customer service outsourcing companies can improve customer experience by tracking measures and performances, improving sales and marketing processes, and identifying customer satisfaction scores. Escalates customer satisfaction and loyalty. MailChimp.

Customer Service 62

Customer Service CRM Self service Analytics 62

DMG Consulting

APRIL 16, 2019

of capturing feedback from customers. This will reduce dependence on outsourcers, particularly low-end offshore providers. Thirteen years ago, DMG Consulting published the book The Real-Time Contact Center. Enterprises are leveraging interaction analytics to replace outdated methods (surveying, focus groups, etc.)

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48

Vistio

JUNE 29, 2021

Peter Ryan is recognized as one of the world’s leading experts in customer experience (CX) and business process outsourcing (BPO). You have a long career in analyzing and consulting on front office BPO ecosystems, including contact center outsourcers, CRM technology players, offshore development agencies, and industry associations.

Contact Center 52

Contact Center Consulting Consulting outsourcing 52

COPC

MARCH 23, 2020

Some of the businesses which have been able to successfully deploy Work-At-Home programs have been the large Business Process Outsourcing (BPO) providers, such as Teleperformance, Concentrix and Tech Mahindra (TechM). Managers of Work-At-Home agents need the analytics and customer insights that a great knowledge management system provides.”.

At home agents 52

At home agents Consulting Consulting Government 52

LiveChat

JANUARY 23, 2020

Outsourced or in-house? Collecting customer feedback. I can’t imagine a better way of collecting customer feedback than simply tuning in to what the people in the community have to say. The same way you can reduce the costs of educational campaigns, customer service, research, gaining feedback, or even advertisement.”.

Gamification 28

Gamification Feedback Education Entertainment 28

Tenfold - Contact Center Blog

JULY 9, 2018

In addition, the use of gamification also fosters friendly competition as it inspires agents to work harder in delivering quality customer service during the first contact. In most outsourced inbound call centers, failing to hit the required service level can result to penalties and losing the contract. Cost Per Contact.

Metrics 78

Metrics Call Center Schedule adherence Abandon Call 78

Liveops

FEBRUARY 28, 2019

Our certification programs set Liveops apart from other providers with a variety of self-paced learning approaches including social tools and gamification programs to optimize agent performance. Liveops won SILVER for Contact Center or Customer Service Outsourcing Provider of the Year.

Gamification 18

Gamification Contact Center Call Center Virtual Agent 18

Vistio

APRIL 2, 2022

She is an expert in the design and continuous improvement of the remote working model for contact centers, support functions, and enterprise, both in-sourced and outsourced. And that was actually in my first contact center assignment, it was with an outsourcer. My career began in HR actually.

Contact Center 52

Contact Center Real estate Customer Service Self service 52