BPO and CX Industry tips, guides and resources
Modern call center software features go beyond just helping you make and receive calls.They can help measure your agents’ performance and even tell when a lead is interested in your company. If your business has …
Average handle time (AHT) is one of the most popular metrics to measure the efficiency of customer service agents and organizations. Why? Tracking the average handle time gives you insights into how effectively agents address …
Chile has emerged as one of the best outsourcing markets in Latin America thanks to its business-friendly environment and advanced infrastructure facilities. The country’s BPO and IT industry is thriving and provides high-quality services to …
The money your business owes its vendors/suppliers is known as its Accounts Payable or AP. On your balance sheet, this is a liability. As a result, companies often consider Accounts Payable a back-office cost center. …
Outsourcing customer support to top-notch call center outsourcing companies like Helpware, XACT, or WOW24-7 is a smart way to provide exceptional service in a cost-effective manner. These companies come at various price points and offer …
Call avoidance in call centers involves not attending customers’ phone calls intentionally. This can increase the average waiting time or number of calls your support team doesn’t attend and decrease customer satisfaction. Typical examples of …
Do call centers need a dress code? After all, since call center agents provide the service through telephones, customers won’t know what the agent is wearing during the interaction. However, having a call center dress …
Over the last few decades, software development outsourcing has experienced tremendous growth. Around 64% of all companies now outsource their entire development process! And why not? Outsourcing software development can offer tons of benefits like …