BPO and CX Industry tips, guides and resources
Traditionally, virtual assistants handled day-to-day processes such as scheduling appointments, responding to emails, confirming travel itineraries, etc. But these days, you can hire a virtual assistant (VA) for virtually any task performed online. For instance, …
Even before the pandemic, remote work has been a standard set-up for most call center workers worldwide. Call center companies, most specifically, are able to hire remote workers thanks to the proliferation of online collaborative …
Call center software helps simplify basic business processes like call routing, dialing, and reporting — enhancing agent productivity and customer support workflows. These tools are available at different prices, depending on features like multi-channel support, …
Your business probably interacts with hundreds of customers across various communication channels every day. Each interaction holds a vast amount of data regarding your customer’s concerns, expectations, and even about how satisfied they are with …
The call center is often the company’s public face — the first interaction your customer has before or after purchase. So, coaching your call center agents to provide reliable customer service is imperative to your …
Managing call center operations is no easy task. With increasing workloads, they face workforce management challenges such as staffing, agent scheduling, and falling agent engagement. These issues can affect their ability to provide good customer …
Today, most call centers use data analysis tools to get an overview of their business processes and improve decision-making. But advanced technologies like call center predictive analytics go beyond that and can help you predict …
Unlike traditional call centers, an IVR call center manages caller interactions through a series of automated menus. This enables customers to self-serve, leading to faster issue resolution and enhanced customer service. An IVR software also …