NICE inContact

MAY 9, 2018

Think about it: Sixteen hundred contact center representatives (over 75% outsourced) in 11 different locations across the globe handle 13 million calls annually! System integration and simplification has been one of the biggest, consolidating four quality management systems and reducing IVR applications from 30 to three.

Interactive Voice Response 48

Interactive Voice Response Quality management outsourcing Contact Center 48

JustCall

MARCH 7, 2023

Whether it’s internal communication or customer interaction, email management software enables efficient collaboration and ensures you do not miss any conversation. Contact Center Quality Management Software A contact center quality management software helps you ensure the quality of your service.

Contact Center 52

Contact Center Management Interactive Voice Response Average Handle Time 52

Talkdesk

NOVEMBER 25, 2020

Built on a modern cloud-native microservices architecture, Talkdesk CX Cloud provides the most comprehensive suite of contact center applications on a single cloud platform, including: Customer engagement applications to help organizations intelligently and cost-effectively interact with customers on the channel of their choice.

Contact Center 101

Contact Center Business Process Outsourcing outsourcing Self service 101

Callminer

FEBRUARY 21, 2018

Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. Michael Replogle is a tenured call center operations and outsourcing executive at CustomerServ with over 30 years of experience. Janeen Ansell.

call center software 210

call center software Call Center Contact Center Analytics 210

Global Response

MARCH 1, 2022

After all, when you’re managing a call center, whether it’s in-house or outsourced, there’s a long list of KPIs (key performance indicators) that you could be measuring. They’ve recently outsourced their call center to help handle the increasing volume of customer service calls as their business grows.

Call Center 62

Call Center Metrics Average Handle Time Abandon rate 62

JustCall

MARCH 21, 2022

In a bid to cut back on their costs, many companies are now looking to outsource their call operations. In fact, according to the 2020 global outsourcing survey report by Deloitte, cost reduction has emerged as the biggest priority for many players, which is expected to remain a key trend in the industry in the following years.

Call Center 52

Call Center Sales Interactive Voice Response Contact center software 52

DMG Consulting

APRIL 16, 2019

We have progressed from interactive voice response (IVR) systems to intelligent virtual assistants (IVAs), from process optimization to process automation, and from technology as an enabler to technology as a partner. This will reduce dependence on outsourcers, particularly low-end offshore providers.

Contact Center 48

Contact Center Interactive Voice Response Analytics Self service 48