BPO and CX Industry tips, guides and resources
For outsourcing companies, the depth of connection and support experienced by frontline employees has a direct relationship to how empowered and enthusiastic they’ll feel about solving customer issues. That has a flow-on effect to your…
The ‘war for talent’ is as intense as ever. A quarter of a century since global management consulting firm McKinsey first used the term when highlighting the increasingly fierce competition to attract and retain employees,…
As a small business, you may not have the resources to run a dedicated call center to service your customer base. However, customer support isn’t something you can compromise on either, especially as a small…
Over the past few decades, BPOs (Business Process Outsourcers) have become an increasingly important part of the global economy. By outsourcing activities like customer service, back-office administration, and accounting, businesses can make cost savings, improve…
As a startup or small business owner, you may have to juggle multiple tasks that may dilute your core expertise. Fortunately, you can hire virtual assistants to take care of any repetitive mundane tasks, freeing…
Want to hire a virtual assistant but not sure if you have the budget? A major concern for most business owners looking to outsource their activities is: How much is a virtual assistant going to…
Call auditing involves evaluating and reviewing your contact or call center’s performance to ensure maximum efficiency and team productivity. An effective call audit process can help you identify opportunities, strengths, and weaknesses by determining if…
A flow chart call center process is becoming increasingly necessary for call centers that want to be more efficient. For starters, it helps call centers visualize their entire workflow to identify and fix any inefficiencies.…