BPO and CX Industry tips, guides and resources
Looking for a detailed guide to call center optimization? Call centers are an inseparable part of a customer-centric business. They greatly assist an organization in improving customer interaction, resolving issues, and enhancing brand value. The …
Call center reporting converts raw data into insightful reports. Based on the type of report, you can understand agent performance, evaluate key team performance metrics, and make informed decisions to enhance your customer support. Moreover, …
Many outsourcing and offshoring firms switched to remote work during the pandemic to maintain social distancing, minimize employee health risks, and conduct business as usual. It helped employees achieve better work life balance, and employers …
Looking to outsource call center operations? In this article, we’ll go over everything you need to know about BPO call centers, their benefits, and their drawbacks. We’ll also show you how to outsource call center …
Call center automation helps simplify and streamline existing business processes. It’s also a great way to optimize your call center resources and reduce or eliminate unnecessary costs. However, with automation comes a lack of human …
Like most companies, contact centers want their employees to be as productive as possible. But asking the world of them is unrealistic and counter-productive. Call centers frequently experience high rates of burnout, staff disengagement, and …
When we talk about call center attrition, we usually mean it in the broadest sense, essentially to talk about the rate at which you lose employees. Sometimes, however, we also use the words turnover or …
Call centers play an essential role in customer service. They not only help you manage customer call volume but also simplify various business processes. However, with customer demands constantly changing, it’s vital to ensure that …