A great BPO company can supercharge your business’ operational flexibility. The perks of working with an outsourcing company are getting skilled and experienced team members working on your projects.
All global economies have been impacted by a non-selective economic catalyst. COVID-19 has altered consumers' behaviors within global economies. And change has been inevitable, especially for customer service.
The Complete Call Center Outsourcing Guide helps you plan for better outsource success. Get this guide and subscribe to our blog.
First, a short language lesson - the word ‘monotone’ which means a continuous, droning, and unchanging tone comes from the Greek word monotonia – meaning "one tone". That word is also the root from which we get the word ‘monotonous’ - meaning dull and tedious. And that’s no coincidence.
Our thoughts and prayers go out to the millions of American families impacted by Hurricane Harvey and Hurricane Irma over the last several weeks. We know that this is just the beginning of the recovery and restoration effort.
Best Practices | Call Center Tips | Client Relationships | Communication | Contact Center Consulting | Customer Service | Education & Learning | Increase Profits | Leadership | Management | Performance | Team Building
Managing a customer call or service center is a lot about managing the numbers. Both the macro ones – how many calls, how many agents. And the micro ones - how many calls can one agent take on, how many calls can one agent take on happily.
Business Services | Call Center | Call Center Tips | Call Centers | Consulting | Contact Center | Contact Center Consulting | Contact Center Vendors | Customer experience | Inside a Contact Center | Performance | call center consulting | communication | contact center improvement | contact center kpi | contact centers | customer service
“You will never reach your destination if you throw stones at every dog that barks.”
"The easier it is to get fast, convenient customer service, the more consumers will engage with customer service. That higher level of engagement will remain essential to building the long-term loyalty that businesses depend on for stability and continued growth."
"A great outsourcer should deliver positive outcomes for your KPIs. But, our experience shows there’s much more to demonstrating proof of outcomes than simply meeting KPIs."
"We’ve picked 16 of the tougher questions and ROI-proven approaches that a worthy consultant should be able to tackle."
"When your vendor is interacting directly with your customers on behalf of your company, questions you ask before hiring them need to be deeper, more pointed and increasingly challenging."
This is the week when we honor the work of our favorite super heroes. We know them by many names: professional problem solvers; queens of the queue; princes of patience; masters of making things right; bearers of the brand; champions of connection. As they answer even the most roundabout, complicated questions (or the same simple question asked 35 times each day) their legends travel far and wide, blanketing every channel.
"A strong vendor management program can properly locate & manage the right vendor partner in a crowded and chaotic competitive field."
As call center professionals moving forward into the Digital Age, we are keenly aware of the impact of automation on our industry. One of the biggest concerns we’ve heard is the effect automation may have on the labor pool. With lightning fast development in robotics process automation and machine learning, will customer service reps (CSRs) eventually become obsolete?
"For good workers to be consistently productive, a sense of worth and organizational mobility is essential."
"The best workforce optimization goes beyond the numbers & cultivates an understanding about how the numbers impact workforce management."
Sometimes you need help to develop the right plan or process for reaching the goals of your Contact Center. Consider working with a contact center consulting services that will develop result-oriented solutions for the various challenges you face. A consulting team will focus on finding the root cause of your frustration and present the information, ideas and resources necessary to improve results. Consultants are an investment in the future. They provide insight and process changes that will save your center time, money and frustration on an ongoing basis. Many will not just explain what to do, but can be used to help with various phases of the implementation and make sure the ideas are transferred to the call center management team.
It’s no secret that starting with good people makes a huge difference. Finding the best contact center staff for the job can be a big challenge. Mistakes here can really set back an operation. Defining the right skill sets to recruit will vary based on the needs of a center.
Some companies believe the contact center connection with the customer is too vital a function to outsource - period. At the other end of the spectrum, companies outsource their entire contact center function as a way to control costs and free their resources to focus on other core areas of the company. Regardless of where you might fall on the spectrum, outsourcing at least some of your contact center functions can improve your business and bottom line in many ways.