BPO and CX Industry tips, guides and resources
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: In this guide to virtual …
Whether you need to scale a call center team or reduce agent turnover, you want to onboard the best employees for the role. Asking the right call center interview questions is crucial for screening unqualified …
In the post-pandemic world, digital transformation has become more relevant than ever. Shifting global attitudes and a widespread transition to remote working have meant companies need to leverage new technology to adapt to the fluidity …
Every organization in the world has staffing issues. The business process outsourcing (BPO) sector has a particularly negative relationship with staffing, suffering from problems such as high recruitment costs, poor employee engagement, and elevated staff …
As global attitudes shift to favor sustainability and responsible practices, businesses are turning to impact sourcing as their preferred method of hiring. By recruiting undiscovered talent from disadvantaged communities, outsourcing companies can solve many of …
There are various reasons why you may need to get in touch with a call center. Perhaps you’ve bought a faulty product and want a refund or need tech support when setting up the new …
Every company in the outsourcing sector needs a strategy to reduce costs, improve customer service, and boost performance. Fortunately, by establishing the right outsourcing metrics, your Business Process Outsourcing company can quickly boost employee productivity …