CSM Magazine

JULY 28, 2015

Until 2015, Business Process Outsourcing (BPO) was based on a simple math formula: outsourcing non-core services (including customer call centers) to more cost-efficient partners and markets to reduce spend. In 2015, BPO needs to move beyond managing call center bodies. This is no easy task.

Call Center 40

Call Center Omni-Channel Customer Service Call Flow 40

Magellan Solutions

AUGUST 16, 2021

While Amazon has spoiled us with the ability to find the cost of almost anything, the cost of business services such as answering phones is harder to grasp. Determining the cost of an answering service shouldn’t be much different than determining the cost of a pair of shoes. Yet, call centers have muddied the pricing waters.

Call Center 52

Call Center Advertising Call Flow Industry 52

Magellan Solutions

AUGUST 16, 2021

Online tutorials – For solving relatively simple tech problems allow DIY-minded customers to forgo the phone queue and get the job done on their own timetable with minimal interaction (read: friction) with customer service agents. This can lead to an increased call volume. . Lean toward asynchronous channels.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52