BPO and CX Industry tips, guides and resources
The annual ICMI Contact Center Expo, which took place virtually last month, featured an agenda of enlightening presentations on the state of the call center industry. While nearly every presentation over the two-day event mentioned …
A call center phone policy is a document that aims to regulate a call center employee’s cell phone usage during work hours. An effective employee cell phone policy not only boosts agent productivity but also …
Business owners have now realized the benefits of outsourcing certain tasks to virtual assistants. A virtual assistant (VA) adds tremendous value to their business and reduces their operational costs as they work from a virtual …
The annual ICMI Contact Center Expo provided valuable lessons for the future of call center operations. This year’s International Customer Management Institute (ICMI) Contact Center Expo was a little bit different than in years past. …
Today, many business owners face a dilemma — should you prioritize core tasks or answer customer calls? Fortunately, by hiring a virtual phone assistant, you can ensure you have enough time to focus on core …
Attendance and schedule adherence has always been an essential part of any high-functioning call center. In order to successfully handle incoming call volume and cater to client needs, agents must be present and ready to …
Curious about call center monitoring? Call centers are the focus of global, on-call customer service. And ensuring excellent customer service via call centers is crucial to every type of business. This is why call center …
Interested in call center supervision? Maintaining high standards in customer care service is not an easy task. That’s why customer service representatives (CSR) should receive thorough training and guidance to excel at their job. This …