Contact Center Blog

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Three Ways Your BPO Operation Is Scaring Away Contact Center Customers

Aug 9, 2016 6:00:13 AM

Look: It’s not easy to make money as a business process outsourcing (BPO) provider in the contact center arena. Your business, after all, is competing with hundreds of other BPOs for customers.

The Sooner You Learn to Love Outsourcing the Better

Jul 28, 2016 6:00:44 AM

Growing a business from the ground up is a bit like raising a child. It starts off small and gets bigger—and increasingly complicated—with each passing year.

Three Reasons Why Bright Pattern Is Unlike Any Other Contact Center Vendor

Jul 14, 2016 6:00:06 AM

Partnering with a contact center vendor is no small decision. It requires putting a tremendous amount of trust into a third-party organization to help manage your daily communications and data, and to ensure your business’s strong reputation....

Stop Living in Fear of Your Contact Center Service Level Agreements

Jul 12, 2016 6:00:56 AM

Your business just signed an agreement with a client who insisted on a service level target of 80 percent of calls answered within 20 seconds.

New Federal OT Regulations Could Be a Boon for Contact Center BPOs

Jul 7, 2016 6:00:06 AM

Business owners are scrambling to prepare for a major change in federal overtime regulation, which is set to go into effect on Dec. 1.

BPO Tips: How to Be Irresistible to Contact Centers

Jul 6, 2016 6:00:20 AM

Standing out as a business process outsourcing (BPO) provider in the contact center space, where competitors are a dime a dozen, is a trick and a half these days. Just about every BPO offers similar features that were once considered cutting-edge...

BPOs: Run Multiple CRM Solutions at the Same Time

Jun 21, 2016 6:00:55 AM

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...

The Pressure Is On for Contact Center BPOs

May 26, 2016 6:00:13 AM

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...

It Takes Years for Call Center BPOs to Build Trust With Clients

May 3, 2016 6:00:13 AM

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.  

Contact Center Outsourcing Best Practices

Apr 29, 2016 6:00:46 AM

When the decision is made to outsource part of your contact center calls to an outside vendor, it can be difficult to select a vendor to route your calls to. When outsourcing the calls you are typically forced to use the technology the outsourcing...

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