BPO and CX Industry tips, guides and resources
Do you know how expensive call center attrition can be? Voluntary attrition of an employee is never a good thing. When employees leave, businesses have to spend time and money to replace them with new…
BPO and CX Industry tips, guides and resources
Do you know how expensive call center attrition can be? Voluntary attrition of an employee is never a good thing. When employees leave, businesses have to spend time and money to replace them with new…
In a world dominated by chatbots and text messaging, you might think phone calls are becoming a thing of the past. But many customers still prefer calling businesses over the phone to resolve their problems. …
Contact center quality monitoring is one of the best ways to improve customer service. When you monitor quality, you’ll be able to identify any roadblocks in the process and create an easy pathway to boost…
For any company, its customer service is a major driving force behind its growth. And with the right contact center software, you can improve the customer experience while making your support team’s job easier. You’ll…
Global trade has enabled countries to expand their markets for sourcing various goods and services at a lower cost. It has also allowed several companies to opt for business strategies such as nearshoring to boost…
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…