BPO and CX Industry

Call center work can be demanding, especially for a customer service agent. They have to handle several calls, resolve customer issues, meet targets, and more — while ensuring high customer satisfaction levels. This can create …

If you want to know how your call center is really performing compared to your competitors, call center benchmarking can help.  Benchmarking involves measuring your call center against global standards to analyze its performance. You’ll …

While handling numerous calls and improving customer service continuously sounds like a good call center strategy, it lacks a definitive goal. That’s why you need call center campaigns that help you conduct focused activities based …

Whether you’re a large business or a startup, working with a call center in USA can help improve your customer service. Sure, it may not be as cheap as other foreign locations like India or …

Tracking call center performance can be challenging due to the varied nature of businesses and different customer profiles.  That’s why call center managers use KPIs (Key Performance Indicators) and metrics to analyze their team’s efficiency. …

Call centers and customer-facing businesses commonly engage their customers through inbound and outbound voice channels. And to deliver maximum customer satisfaction over these voice channels, they often use technologies like call recording. Call center recording …

For any call center, ensuring customer satisfaction is a priority.  However, with all the processes a typical call center needs to handle, ensuring if your agents provide the right support can seem challenging. That’s why …

Agent utilization or the ratio of an agent’s work done to their work capacity is an essential metric that represents a call center’s efficiency. It tells you if your call center agents are underutilized or …