BPO and CX Industry tips, guides and resources
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 …
It’s easy to discount quiet quitting as social media-inspired melodrama. A way for younger people to put their own stamp on an idea that attentive leaders have understood for many years: people who don’t feel …
Quiet quitters don’t abandon ship. They don’t complain loudly. Instead these employees gently pull-back, and your business stops benefitting from their entire focus, energy and brilliance. For leaders, that should trigger alarm bells. But many …
Since 2020, the outsourcing sector in the Philippines has witnessed a massive shake-up, and recent regulatory changes mean the industry will never be the same. We explore the winners and losers of a recent decision …