BPO and CX Industry tips, guides and resources
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 …
Hiring virtual assistants is one of the quickest ways to scale your business. From accounting to digital marketing, they can handle a wide variety of tasks. It allows you to focus on urgent business matters …
Since the beginning of the pandemic, the world has seen paradigm shifts in consumer behavior and customer expectations. As social distancing prompted virtual connectivity, call centers worldwide have utilized new technologies to their advantage to …
Employee attrition has always been a severe challenge for BPOs. Whether they specialize in contact center and customer experience (CX) outsourcing, IT helpdesk and IT support, outsourced software development, marketing, recruitment, HR, back-office processing, finance, …
Keeping track of call center statistics and performance metrics is key to improving productivity, profitability, and customer satisfaction. In this article, we’ll highlight the top 41 call center stats from 2022 that you need to …
These are difficult times for business leaders. Challenging situations are nothing out of the ordinary for the people responsible for overseeing organizations, with topics such as cash flow, digital transformation and productivity always on their …
Being a call center agent isn’t an easy job. They have to deal with customers day in and day out — often unhappy, angry, or dissatisfied ones. Additionally, the pressure of meeting targets can leave …