Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

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Contact Center Call Center Guidelines Customer Satisfaction 105

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. However, not all contact centers are created equal.

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Contact Center Call Center Guidelines Customer Satisfaction 52

BlueOcean

JANUARY 20, 2022

In a world where the customer experience matters more than ever, the decision to outsource your customer care has significant impact on your brand and its reputation. Most contact centers evolved to be able to deliver effective, scalable work-at-home models over the past two years, which begs the question: does location still matter?

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Contact Center Customer Care Infographics Sports 156

TechSee

APRIL 4, 2023

While searching on the National Association of Home Builders (NAHB) site on the term “customer service”, the phrase “act as if you like your customer” comes up. Having a lovely disposition is certainly more challenging when your staff gets 70 calls daily, but the sentiment is there. If the problem is simple to fix (i.e.,

Industry 109

Industry Customer Service Customer Care Customer Service Strategies 109

BlueOcean

JUNE 24, 2019

A quick trip down memory lane reminds us that the 1990s saw a massive rise in the practice of offshoring call centers. And that can only really happen with close cultural alignment as well as an environment that empowers agents to make better decisions. But times change – and so do customers. Simply put, offshore doesn’t cut it.

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Contact Center Banking Culture ROI 174

BlueOcean

JUNE 13, 2019

We talk a lot in this blog forum about partnership and who you should choose as an outsourcer contact center partner, but where you choose to outsource to is almost as important an element in the procurement process. Agents must be able to speak the same language as your customers – and not only in a literal sense.

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Contact Center Travel Culture ROI 189

BlueOcean

APRIL 28, 2020

Many of these questions start at home – with work-at-home, to be exact. For most contact centers, work-at-home solutions aren’t new – but WAH has historically been an option, one of the tools available, often deployed in conjunction with brick-and-mortar teams. How Will Contact Centers Navigate the Post-COVID World?

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Contact Center Comparison Culture Omni-Channel 156

BlueOcean

DECEMBER 13, 2022

They will call, email, text, live chat, and tweet their questions and concerns related to their account, transactions, rewards, promotions, policy changes, data privacy, and things you and your team haven’t even thought of. Gas, grocery, fashion, technology… and probably more. Salesforce research says consumers like us belong to 4.3

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Loyalty Programs Loyalty Social Media Rewards Programs 177

BlueOcean

AUGUST 26, 2021

Outsourcing your contact center might be one of those decisions. Whether you’re thinking of outsourcing for the first time or on the quest for a new outsourced partner, you might be wondering if right now is even the right time to do it. The Post-COVID Contact Center RFP Timeline.

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Contact Center Travel Culture Infographics 156

NICE inContact

NOVEMBER 26, 2018

Twenty years ago began a shift to contact center outsourcing to offshore locations, especially the Philippines and India, and away from the local market where customers on the other end of the phone were located. Brands had a very clear business case to cut contact center labor costs by outsourcing to lower-cost offshore locations.

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Contact Center Contact Center Software Competitive Advantage Call Recording 120

BlueOcean

JULY 3, 2019

It means people are working, paying taxes, and bringing home the bacon. But there’s a hitch for folks who are tasked with hiring, especially those hiring for contact center teams: when more people are working, there are fewer active job seekers. What Full Employment Means for Contact Centers. But there is good news.

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Contact Center Customer Service First Call Resolution Call Center 159

BlueOcean

JUNE 6, 2017

At first glance, attrition seems like a chink in the armor for contact centers. Across every industry, the fact that people leave their jobs and move on is a basic truth, but in the contact center, the attrition metric receives quite of a bit of negative attention. Turnover in the contact center happens for a wide variety of reasons.

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Contact Center Call Center Employee Engagement Employee Experience 218

BlueOcean

MARCH 31, 2021

Mattress sales have skyrocketed thanks to people spending more time at home—and discovering new sleep challenges as a result of the pandemic. And, finally, remote work and evolving sleep habits have shifted traditional contact center communication spikes from pre/post-work hours to the middle of the day.

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Omni-Channel Self Service Tourism Contact Center 156

Magellan Solutions

SEPTEMBER 29, 2021

How do you even calculate the cost of Outsourced Technical Support ? And now that many firms’ employees are working remotely from home as a result of the Covid-19 epidemic, there are numerous abrupt technical adjustments that enterprises must undertake in order to survive. . The Cost of Outsourced Technical Support.

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Call Center Contact Center Telecommunications Social Media 98

BlueOcean

AUGUST 6, 2020

You may have pushed pause on your decision to find a new customer care outsourcer, but now’s the time to dive back in. How many physical centers do you operate? What percent of your workforce is remote/work-at-home? Agent Hiring/Training. Agent Training. What is unique about your agent training regimen?

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Contact Center Customer Care Comparison Culture 156

BlueOcean

JULY 24, 2017

You need tangible reassurance that your new home will be the best fit (and won’t end up costing you more than it’s worth.). The same must be said when you’re looking to build a strategic partnership with a new contact center outsourcer. The Contact Center RFP Process. The Contact Center Site Visit. Time is money.

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Magellan Solutions

DECEMBER 11, 2023

Now, picture this: it’s 2001, and Frederick works in a call center called Etelecare. In the early 2000s, call centers were booming, and Etelecare was creating waves in the BPO industry. What’s fascinating is Fred’s realization during his work at a call center.

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Leadership Industry Call Center Culture 52

Magellan Solutions

MAY 3, 2022

Companies that outsource call centers have one thing in common: they know the significance of building and maintaining good customer relationships. Being in the front-end, call centers create a direct connection between customers (even prospects) and businesses. List of Companies that Outsource Call Centers.

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Call Center Company Telecommunications Banking 81

BlueOcean

FEBRUARY 28, 2017

One of the fundamental questions that gets asked in the call center services procurement process is: will we have a dedicated team of agents or will they be shared? Say you’ve been charged with putting together an RFP for contact center services. The Advantage of Cross-Trained Contact Center Agents.

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Magellan Solutions

APRIL 25, 2023

For this reason, many businesses decide to outsource customer support services to ensure they provide the best experience for customers. There are important questions you need to ask when choosing a support outsourcing service to ensure you’re dealing with a reputable company that can provide the results you desire.

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Call Experts

MAY 20, 2022

As the first point of contact, a contact center answers for your customers and prospects 24-7. Contact centers can help ensure that you never miss an opportunity. Contact centers can also provide after hours support for all non-urgent phone calls so that you don’t miss out on opportunities even when you’re not at work.

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Contact Center Call Center e-support Self Service 98

BlueOcean

SEPTEMBER 23, 2021

Call volume forecasts are inarguably an essential tool in the successful delivery of customer care excellence. Let’s look at a couple of examples from our outsourced customer care programs. With cities under lockdown and every trip to the grocery store involving risk, home delivery of food became a lifeline rather than a convenience.

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Travel Trends Customer Care Retail 156

BlueOcean

NOVEMBER 13, 2019

In the next few paragraphs, we will make the case for content review having a natural home with your outsourced customer care provider. Outsourcing Content and Ad Review to Your Contact Center. Because of this similarity, there is also crossover in the hiring profile of the ideal agent for both of these types of work.

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Contact Center Average Handle Time Policies First Call Resolution 120

Talkdesk

MARCH 20, 2020

Workplaces are mandating a shift to work-from-home (WFH). . Contact centers are being flooded with calls about everything from finance to travel to healthcare, and more. At the same time, so is the health and well-being of your contact center staff. Second, this means jobs are lost by existing customer service agents.

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Contact Center Call Center Call Center Solutions Sports 102

Magellan Solutions

SEPTEMBER 1, 2021

Covid-19 Impact on Call Centers Lead to the Re-evaluation of Digitalization and Emphasis on Mental Health. At least for every call center company in Philippines. Virtual teams blurred the lines between the professional and the personal lives of call center employees. . Call Volumes.

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Call Center Transportation Abandon Rate Average Handle Time 52

Advantage Communications

JUNE 4, 2019

Today, we live in a connected world where workers are able to work for the brands they love from any corner of the globe. That’s why the contingent workforce, which is made up of contractors, freelancers and consultants, now makes up a staggering 30 percent of the entire US Workforce.

Call Center Solutions 40

Call Center Solutions Call Center Trends Customer Service 40

TechSee

FEBRUARY 27, 2018

Work at home (WAH), also known as remote work or telework, is a talent-sourcing model for contact centers, where agents work from their homes rather than from brick-and-mortar call centers. Businesses can outsource an outgoing call center that is fully manned by work from home agents.

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Customer Service Call Center e-support Contact Center 116

Call Experts

APRIL 21, 2022

You juggle many responsibilities like call overflow if you’re a small business owner. If you’re struggling with business call overflow or surges in demand, don’t worry — you’re not alone. The best way for small businesses to integrate phone support is by signing up for a call center service like Call Experts.

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Self Service Contact Center Call Center Social Media 98

ShepHyken

NOVEMBER 4, 2022

Self-service portals provide the option of easily and readily accessible information anytime and anywhere, irrespective of the call center’s opening hours. . For example, it can take up to 5-6 weeks to provide training to new agents at a call center. She shares how BPOs can enhance your customer experience.

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Self Service Customer Experience Multi-Channel Call Center 64

TechSee

SEPTEMBER 9, 2020

Second is the high cost of ‘No Fault Found’ dispatches – all those needless dispatches that could have been resolved without a home visit. Call volumes are also increasing, especially during the pandemic. It highlights that 37% of consumers have required some form of technical assistance or home repair during the crisis.

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Management Self Service Multi-Channel Video 145

Magellan Solutions

FEBRUARY 2, 2022

When businesses discuss outsourcing initiatives, it always comes down to markets specializing in BPO services like the Philippines. However, India started losing ground to the Philippines when fraudulent activities of Indian call centers were exposed in 2016. A Brief History of the Call Center Industry in the Philippines.

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Call Center Industry Contact Center Government 75

TechSee

DECEMBER 28, 2020

Your call is important to us. In reality, the lines between customer service agents and technicians have become blurred – the technician’s role includes some traditional responsibilities of agents, and the agent’s role includes more responsibilities traditionally held exclusively by technicians.

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Customer Service Contact Center Knowledge Base Self Service 186

Grupo Noa

MARCH 4, 2022

Especially in a country like the US, which is a melting pot of numerous cultures, an organization needs multilingual call center support to cater to a linguistically diverse population. Reduces Call Time! This saves a lot of call time! The post Here’s Why Your Business Needs Multilingual Call Center Support!

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Call Center Customer Satisfaction Culture CRM 52

Grupo Noa

MARCH 4, 2022

Especially in a country like the US, which is a melting pot of numerous cultures, an organization needs multilingual call center support to cater to a linguistically diverse population. Reduces Call Time! This saves a lot of call time! The post Here’s Why Your Business Needs Multilingual Call Center Support!

Call Center 52

Call Center Customer Satisfaction Culture CRM 52

Magellan Solutions

JULY 30, 2021

Many start-up companies that outsource to Philippines trust Magellan Solutions because of the flexibility of the service. . Many start-up companies that outsource to Philippines trust Magellan Solutions because of the flexibility of the service. . It is because there’s a lot of newly established outsourcing companies every year.

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Call Center Transportation Ecommerce Healthcare 52

NobelBiz

APRIL 25, 2023

The call center industry is notorious for its high operating costs, making it imperative for businesses to find innovative ways to cut expenses while maintaining or improving the service quality. This comprehensive guide will explore the top 12 call center cost-reduction strategies to help unlock your business’s full potential.

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Call Center Contact Center Strategy Average Handle Time 52

CSM Magazine

MAY 16, 2023

When selecting a contact center to assist your company, you want more than outsourced services. You want a partnership: a team of agents and managers that you would have been happy to hire. If this sounds far from what you’ve experienced, you may wonder if it’s even possible to have this type of outsourcing solution.

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Contact Center Retail Training Leadership 52