BPO and CX Industry tips, guides and resources
Remote work has become an essential part of the modern workforce, and behind the scenes, there are unsung heroes making it all possible—business process outsourcing (BPO) companies. In a recent podcast interview, Liam Martin, the …
To run a contact center that’s both efficient and cost-effective, you need to align people, processes, and resources with the company’s key business objectives. Workforce management (WFM) is crucial for the success of any call …
The BPO industry is booming, but many outsourcers still need help growing their company. Scaling beyond 1,000 seats is something that relatively few BPOs achieve, but it’s entirely possible as long as owners are prepared …
At-a-glance A leading outsourcing servicing for US dental practices embraced Time Doctor to refine the speed, consistency and impact of its remote team’s work. Dentistry Support’s story A woman-owned business dedicated to helping dental practices …
As a call center manager, you’re constantly trying to strike a balance between scheduling enough agents to handle calls and keeping your staffing budget as tight as possible. To hit your call center KPIs (key …
Providing a superior customer experience is more important than ever for high-performing call centers. Customer-focused companies are 60% more profitable, and happy customers pay up to 10% more for great service. However, creating a better …
Long wait times, unhappy customers, disengaged agents, and high turnover: call center problems can have cascading effects that significantly impact your bottom line. Whether you manage a single call center or oversee several outsourced contact …
Whether your call center’s North Star metric is its customer satisfaction score (CSAT), net promoter score (NPS), or return on investment (ROI), you need a platform that can measure and optimize your efforts. Yet choosing …