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.
To say that we are in the middle of a mobile revolution is a gross understatement. According to GSMA, five years ago just one in 10 people owned a mobile subscription. Today, mobile subscriptions are owned by half of the world’s population—and an...
Faith in cloud adoption is soaring among IT professionals. According to one recent study, 95 percent of IT professionals claimed they are using the cloud (a 2 percent increase from 2015). 77 percent are using private cloud services, and 71 percent...
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.
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...
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.
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.
In researching multichannel customer service, you’re bound to come across the term in-app customer support.