Imagine a growing family in the market for a new house that can accommodate additions. It makes sense for this family to buy a large house rather than run out of room and be forced to move again or stay in a space that cannot meet its needs.
As a contact center business process outsourcing (BPO) unit, speed and flexibility are your bread and butter. Customers approach your business because they need problems solved quickly and, as such, they expect you to accommodate them in a timely...
We get it: Your contact center is struggling right now. Your agents can barely handle phone calls during peak times. So the thought of adding additional customer service channels—like SMS, live chat and email—must seem like a crazy idea.
Good news, contact center BPOs:. The C-suite has spoken, and providing superior customer service has made the list of the top business priorities in 2016, right under growth.
Try this experiment: Google “stopwatch.” Then, dial your business’s toll-free number and hit the blue start button. You’re about to experience exactly what your customers go through when they attempt to contact your organization.