BPO and CX Industry

We all know that productivity is a key issue for BPOs of all types. We also know that BPOs have had to deal with more productivity related-issues in recent years due to the move to …

Together with the world’s leading outsourcing advisory website and aggregator marketplace, Outsource Accelerator, we’ve launched a comprehensive and objective analysis revealing the top 500 outsourcing firms globally.  The much-anticipated index, known as the Time Doctor …

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 …