Fonolo

JANUARY 31, 2018

the outsourcing sector has been very quick to embrace cloud technology, with the very nature of their business is a cultural fit with the idea of letting a third-party take control of non-core…”. White Paper: 9 Critical Contact Center Trends for 2018. This white paper explores key areas that are sure to shake up the industry.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

CSM Magazine

JULY 27, 2022

The Tipping Point of Loyalty white paper from Upside found that loyal clients are 22 times more valuable to a business than average buyers. Customer service outsourcing offers businesses who may struggle with capacity the ability to serve clients in a timely manner. Offer loyalty benefits.

outsourcing 64

outsourcing Customer Service Customer Experience Marketing 64

Education Services Group

AUGUST 27, 2018

Read about this study and others in our white paper, Neuroscience and Customer Success. Download our white paper, Neuroscience and Customer Success , to learn more about the implications discussed in this blog post. Download our Neuroscience and Customer Success white paper. Learn More! Download now!

outsourcing 51

outsourcing Consulting Consulting Management 51

Global Response

FEBRUARY 13, 2022

Either way, it might be time to outsource your call center. Business process outsourcing (BPO) is, as the name suggests, outsourcing one or many of your business operations to a third-party provider or service. A call center is just one of the many business processes that can be outsourced. So, what is a BPO call center?

Call Center 62

Call Center outsourcing Business Process Outsourcing Telemarketing 62

COPC

MARCH 11, 2022

Managing/leveraging outsourced service providers. White Paper: Five Steps to Effective Recruiting, Hiring & Training. Key drivers affecting labor markets. Best practices & approaches to reinvent labor policies. Attracting & retaining top talent to meet service levels.

Contact Center 87

Contact Center Customer Support outsourcing Marketing 87

Taylor Reach Group

NOVEMBER 30, 2018

Tim Ferriss, author of The 4-Hour Work Week , famously told his outsourced agents that if a problem cost less than $100 they should fix it themselves. Days filled with meetings, limits interaction with direct reports, free time to review news stories, white papers, technology articles etc.

Contact Center 111

Contact Center Average Handle Time At home agents First call resolution 111

Education Services Group

MAY 11, 2018

Extend customer coverage with outsourced resources. If you’ve been following our white papers, you know we believe most companies follow the 80/20 Rule. But how do well-meaning CS leaders, who know today’s customers demand more attention, deliver mission-critical engagement levels? The 80/20 rule: be a victor not a victim.

Journey mapping 40

Journey mapping Best practices Upselling outsourcing 40

Education Services Group

JUNE 18, 2018

Alternatively, you can outsource your Customer Success. Yes, outsource it. You should know, though, outsourcing CS roles does so much more than just reducing hiring headaches. And if you’re wondering what other traits make up successful CSMs, take a look at our latest white paper, The 10 Simple Traits of an Awesome CSM.

Customer retention 45

Customer retention Management outsourcing Best practices 45

Education Services Group

MAY 25, 2018

If you lack CSMs (or need an Education Sales liaison), know that there are outsourced CS organizations like ESG at the ready who can supply Virtual Customer Success Managers (vCSM) and Education Sales experts. Building on that last point, when CS teams outsource to the right CS partner, they experience significant return on investment.

Education 45

Education Journey mapping outsourcing Upselling 45

Uniphore

DECEMBER 20, 2021

Target the root cause of turnover in outsourced service centers with technology that empowers. Employee turnover is a major pain point for business process outsourcers, with attrition rates often at 30% or higher. At the same time, BPO employees are needed now more than ever.

Customer Service 52

Customer Service Business Process Outsourcing outsourcing Coaching 52

inmoment

SEPTEMBER 6, 2018

Their offices are either located off-site or their jobs are outsourced to reduce costs. Read this InMoment white paper on the case for data unification and how it will benefit you! Contact centers that are not part of an organization’s primary business are commonly not included in strategy sessions.

Contact Center 40

Contact Center Customer Experience Interactive Voice Response outsourcing 40

Callminer

APRIL 23, 2019

Provide remote agents with continuous training focused on PCI DSS compliance and measure their progress over time.” – Implementing Complying PCI DDS to Offshore Call Centres , Global Outsourcing; Twitter: @GlobalOutAu. Implement role-based security logins. “In

Best practices 159

Best practices Call Center Banking Contact Center 159

Uniphore

DECEMBER 17, 2021

More outsourced service providers are turning to technology to stay competitive in an increasingly digital world. Set your organization up for success with these best practices for automation implementation. At the top of the list for those planning or undergoing “digital transformation” is Conversational Automation.

Best practices 52

Best practices outsourcing Contact Center Metrics 52

Noble Systems

JANUARY 21, 2019

A top business process outsourcing company saw big improvements like sales per hour up 24% and sales conversion boosted by 47% from utilizing gamification in its call centers. Get more details on their strategies, goals and results in the case study. This will go a long way in advancing the prospect toward a buying decision.

Gamification 61

Gamification Sales CRM Contact Center 61

Transparent BPO

DECEMBER 3, 2019

As we reach the cusp of the new year, what customer experience trends should enterprise brands and their outsourcing partners be watching? Diversify your contact center through outsourcing. Free infographic & white paper explains why. PR: There is some excellent news on the horizon for the outsourcing community.

outsourcing 62

outsourcing Customer Experience Contact Center Enterprise 62

Transparent BPO

JANUARY 14, 2020

It may also mean companies will invest less in domestic or in-house contact centers and opt instead for lower-cost alternatives, such as nearshore or offshore outsourcing providers. The available geography for native English speakers is drying up, forcing companies to look at previously unconsidered or emerging locations for outsourcing.

Contact Center 62

Contact Center outsourcing Average Handle Time Chatbots 62

Vistio

OCTOBER 5, 2021

But at one point, I spent time setting up a facility over in India for software development, and I found that not many people had really written stuff about this process, the whole outsourcing. I mean, this is around the time of the millennium, when so many companies were moving off to India, whether it was contact centers or IT development.

Chatbots 52

Chatbots Contact Center Banking Technology 52

Callminer

JULY 30, 2020

Download our white paper, Reduce Churn and Increase Customer Satisfaction with Speech Analytics , to explore how speech analytics can help your company improve customer satisfaction and reduce churn. Derek Gallimore is the Founder of Outsource Accelerator. Derek Gallimore.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Uniphore

JANUARY 4, 2022

White Papers. You’ll hear from some of today’s leading voices in outsourcing, venture capital and private equity, market research and more. Conversational AI Platform. U-Self Serve. Case Studies. Infographics. Conversational AI. Emotion AI. Speech Analytics. Our Mission. Board of Directors. Testimonials.

Enterprise 126

Enterprise Customer retention Engineering Analytics 126

Transparent BPO

NOVEMBER 12, 2019

We created an infographic and white paper that addresses the problem of agent attrition and turnover and presents a cost-effective solution… Diversification through outsourcing part of your contact center needs to an offshore or nearshore provider. Download the infographic or white paper here.

Contact Center 73

Contact Center Abandon rate outsourcing Morale 73

SmartAction

OCTOBER 2, 2018

By outsourcing routine calls to virtual agents , the live agents can elevate their work to critical thinking that solves problems and delivers the high-value customer engagement we need from them.”. After seeing what they were doing for other customers, we were convinced that outsourcing the whole problem to them was the best approach.

Virtual Agent 48

Virtual Agent Average Handle Time Contact Center outsourcing 48

OctopusTech

JULY 18, 2022

There are some common misrepresentations about call center outsourcing but those operators know the right cold calling skills and the technique to make the entire process much easier and smoother using CRM software. This tool automates cold calling and sales and ensures that you don’t miss a single step of your sales funnel.

Best practices 62

Best practices Call Center Sales Personalization 62

Comm100

FEBRUARY 7, 2018

Will the vendor take care of service engagements, or will your team have to contract an outsourced third-party? Will the vendor provide a robust knowledge base for self-education and training, including blog posts, white papers, eBooks, and multimedia content?

CRM 41

CRM Multichannel Marketing Accountability 41

Fonolo

MARCH 10, 2020

In the last five years, the trend of outsourced overseas call centers has begun to reverse. This white paper explores key areas that are sure to shake up the industry. This reversal means more U.S. based call center agents and more competition when hiring problem-solving, caring-natured people.

Call Center 102

Call Center Contact Center outsourcing Coaching 102