BPO and CX Industry tips, guides and resources
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 …
When a customer contacts your business or brand, they may do so via your customer service. Traditionally, the communication happened exclusively through voice calls in call centers. However, customers can now contact a company through …
With the COVID-19 pandemic, the world moved online. Digital software and online shopping became increasingly popular among customers, which intensified the need for excellent customer service. And to match that, several companies like Amazon and …
Call centers can handle all the support services for your business without you having to break a sweat. But there are two main types of call centers businesses can use: outbound and inbound. Outbound call …
Do you know how expensive call center attrition can be? Voluntary attrition of an employee is never a good thing. When employees leave, businesses have to spend time and money to replace them with new …
In a world dominated by chatbots and text messaging, you might think phone calls are becoming a thing of the past. But many customers still prefer calling businesses over the phone to resolve their problems. …
Contact center quality monitoring is one of the best ways to improve customer service. When you monitor quality, you’ll be able to identify any roadblocks in the process and create an easy pathway to boost …