BPO and CX Industry

Many outsourcing and offshoring firms switched to remote work during the pandemic to maintain social distancing, minimize employee health risks, and conduct business as usual.  It helped employees achieve better work life balance, and employers …

Looking to outsource call center operations? In this article, we’ll go over everything you need to know about BPO call centers, their benefits, and their drawbacks. We’ll also show you how to outsource call center …

Call center automation helps simplify and streamline existing business processes. It’s also a great way to optimize your call center resources and reduce or eliminate unnecessary costs.   However, with automation comes a lack of human …

Like most companies, contact centers want their employees to be as productive as possible. But asking the world of them is unrealistic and counter-productive. Call centers frequently experience high rates of burnout, staff disengagement, and …

When we talk about call center attrition, we usually mean it in the broadest sense, essentially to talk about the rate at which you lose employees. Sometimes, however, we also use the words turnover or …

Call centers play an essential role in customer service. They not only help you manage customer call volume but also simplify various business processes.  However, with customer demands constantly changing, it’s vital to ensure that …

Hiring virtual assistants is one of the quickest ways to scale your business. From accounting to digital marketing, they can handle a wide variety of tasks. It allows you to focus on urgent business matters …

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 …