BPO and CX Industry tips, guides and resources
As a call center manager, you’re constantly trying to strike a balance between scheduling enough agents to handle calls and keeping your staffing budget as tight as possible. To hit your call center KPIs (key…
Providing a superior customer experience is more important than ever for high-performing call centers. Customer-focused companies are 60% more profitable, and happy customers pay up to 10% more for great service. However, creating a better…
Long wait times, unhappy customers, disengaged agents, and high turnover: call center problems can have cascading effects that significantly impact your bottom line. Whether you manage a single call center or oversee several outsourced contact…
Whether your call center’s North Star metric is its customer satisfaction score (CSAT), net promoter score (NPS), or return on investment (ROI), you need a platform that can measure and optimize your efforts. Yet choosing…
Providing a customer experience that’s consistently superior isn’t always easy with a distributed team of call center agents. If you’ve tried introducing customer service policies without having the right tools in place, you might have…
Business Process Outsourcing (BPO) is one of the great silent powerhouses behind many global business operations. This unassuming giant works tirelessly behind the scenes to spin the cogwheels of many of the largest and well-known companies…
Building a successful call center requires ongoing efforts to track agent performance, improve call times, and increase customer satisfaction. If you’ve tried monitoring these metrics with spreadsheets or other manual methods, you probably found them…
Managing a virtual call center with a globally distributed workforce requires the right tech stack—especially if you aim to run an efficient, ROI-positive operation. Without a reliable solution, you’re likely: Routing calls inefficiently, leading to…