In today’s fast-paced digital era, customers expect prompt responses and have little patience for long call queues. So, a surge in call volume in your ...
The call center is one of the initial points of contact between a brand and its customers. As such, it plays a pivotal role in shaping the customer experience ...
Call center agent engagement and feedback are more important than ever in today’s high growth business process outsourcing (BPO) industry. CustomerServ ...
If the past few years have shown us anything, it’s that change is the only constant in the business process outsourcing (BPO) world. As we bid farewell ...
Artificial intelligence (AI) and Robotic Process Automation (RPA) remain two of the hottest topics in call centers. The promise of AI and RPA to solve ...
The global business process outsourcing (BPO) market is currently valued at over $260 billion and is expected to exceed $500 billion by 2030, according ...
WHERE TO LOOK AND HOW TO VET THE RIGHT PARTNER The right call center or business process outsourcing (BPO) vendor relationships can lead to a great customer ...
Remember the old saying, "Nobody ever got fired for choosing IBM"? Truer words were never spoken, especially in the call center outsourcing industry where ...
What is impact sourcing, and why is it relevant? Impact Sourcing is a socially conscious business practice where companies are intentional about ...
If 2020 and 2021 were years of change, transformation, and tumult in the business process outsourcing (BPO) world, how do we describe 2022 ? Was it ...
With the dramatic growth of global outsourcing, the distinction between nearshore and offshore should be quite clear. But too many people are still referring ...
By Nick Jiwa The right call center or business process outsourcing (BPO) vendor relationships can lead to a great customer experience and sustained ...
There is a great deal of debate about what metrics call centers should measure now, especially with COVID-19 and the accompanying shift to work-at-home ...