The global business process outsourcing (BPO) market is currently valued at over $260 billion and is expected to exceed $500 billion by 2030, according to Grand View Research . Outsourcing markets like the Philippines and India are well-established, but saturation, high turnover, and intense...
Outsourcing healthcare contact center services has become increasingly important. Patients want medical care that is effective and quickly responds to their needs. Without dedicated and efficient call center support, healthcare organizations can experience more issues such as dissatisfied...
CH Consulting Group combines a creative, holistic, and collaborative methodology to deliver contact center solutions that reduce costs, increase efficiencies and improve customer experience.
By Nick Jiwa The right call center or business process outsourcing (BPO) vendor relationships can lead to a great customer experience and sustained growth for both parties. Partner with the wrong vendors, however, and the experience could be quite different. That begs the question: When...
When Teleperformance launched its first Cloud Campus hub that leveraged work-at-home solutions in 2019 , no one would’ve anticipated the gravity of the event that followed soon after. A major disruption in the form a global pandemic forced the world to come to a standstill, changing and...
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 agents , staffing shortages , and persistent supply chain issues straining customers’ patience. Despite changes in technology, new contact...
Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. However, we often overly focus on what they do versus analyzing and understanding who they are, an error that could contribute to some of the staffing and retention problems...
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