Richard Blank, the man behind Costa Rica’s Call Center, was a guest of our host Liam Martin on an episode of the Future Workforce Podcast. The topic of discussion revolved around the value of human…
Call Center
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You’ve trained a team of call center representatives, perfected your standard operating procedures (SOPs) and service-level agreements (SLAs), and successfully signed contact center clients. You’re ready to take on new contracts and scale your business…
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To run a contact center that’s both efficient and cost-effective, you need to align people, processes, and resources with the company’s key business objectives. Workforce management (WFM) is crucial for the success of any call…
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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…
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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…
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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…
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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…
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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…