TLC Associates

MAY 29, 2019

Should my business outsource its contact center? While there can be clear benefits to outsourcing your customer service or contact center, such as lower labor costs, there are tradeoffs that also need to be considered. So, what are the signs that working with an outsourced contact center might be the right choice for your business?

outsourcing 40

outsourcing Contact Center Outbound sales Inbound sales 40

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. Technology Integration One of the best and most powerful strategies to reduce costs in Business Process Outsourcing contact centers is the implementation of the latest technologies.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

NobelBiz

JUNE 5, 2023

It is often outsourced to third-party providers offering lead generation call center services. However, it can take a toll on the morale of the call center staff. The morale and mental health of the team is probably one of the most underrated aspects of running a call center.

Call Center 52

Call Center Scripts CRM Contact Center 52

aircall

DECEMBER 13, 2018

Combining these two themes together, one could say today’s customer support leaders have a mandate to find cost-effective ways of attracting candidates, maximizing talent, and improving morale. Large Teams were actually less confident than Midsize Teams when it comes to tracking multichannel conversation (81% vs. 86%).

Surveys 54

Surveys Customer Support B2C CRM 54

OctopusTech

AUGUST 10, 2022

Call center outsourcing companies are opting for upgraded technologies that come under the latest call center technology trends. It also helps the call center outsourcing company to highlight the accuracy of user interaction and to check the performance issues. Customers these days want instant support and engagement.

Call Center 62

Call Center Technology Journey mapping Interactive Voice Response 62

Callminer

OCTOBER 11, 2018

In an omnichannel/multichannel environment, many organizations struggle with consistency across channels, so leveraging FCR across channels provides a great metric to ensure that customers are getting real resolutions, regardless of channel. With smart-routing, companies can also boost employee morale. Nathan Sansby @FMOutsource.

Call Center 561

Call Center Metrics Contact Center Wait times 561