If one thing holds true in the contact center outsourcing industry, it’s that repeat business is never guaranteed. A BPO can be on great terms with a client one day and on an equally shaky ground the next. It’s a cutthroat industry, and BPOs can...
About Nick Deininger
In one of the most intriguing stories from around the global telecommunications ecosystem, Sweden recently became the first country to implement a national cloud contact center.
Right now your team is building a new business model from the ground up, cherry-picking the best ideas and steering clear of any that could be seen as tired or irrelevant.
Nobody ever said it was easy running a business process outsourcing (BPO) company in the contact center space. In many ways, a call center BPOs' operation is mission critical, as there is no rest and no room for error.
Right now, the city of Memphis, Tenn., like many other municipalities, is facing a challenge with its emergency contact center: It doesn’t have enough staff to answer calls in a timely manner.
Over the last few weeks, we’ve been advocating that you use the following customer service platforms as a part of a “multichannel customer service” strategy in your contact center:
Last week we began the discussion on how to successfully start a contact center startup. We have three more tips for you this week that should be at the forefront when planning out which technology vendor to partner with.
Your business can no longer keep up with the onslaught of customer demands it is facing on a daily basis. Phones are ringing off the hook. Social media messages are coming at your team left and right. Forget about growing your business; right now...
Mary is one of your customers and she uses a variety of social messenger applications like WeChat, LINE and Google Hangouts to interact with her friends and family.