Uniphore

DECEMBER 17, 2021

However, even the best solutions are only as good as the strategy behind them. To unlock the full potential of Conversational Automation—and avoid common pitfalls—BPO leaders should align implementation goals and expectations with a few basic best practices. Manage promises made during calls automatically. Want to learn more?

Net Promoter Score 130

Net Promoter Score Compliance Contact Center NPS 130

Hodusoft

OCTOBER 19, 2023

10 Effective Ways to Reduce Costs in Your BPO Contact Center Business Process Outsourcing (BPO) contact centers play a vital role in today’s modern businesses. BPOs offer a comprehensive range of services, including but not limited to customer support and sales. million in 2022 to US$34, 570.73 from 2023 to 2028.

Contact Center 52

Contact Center Predictive Analytics Non-Profits Customer Satisfaction 52

Help Scout

SEPTEMBER 16, 2021

There’s a reason outsourcing has a bad reputation, and even though the industry has gotten more competitive, even the best business process outsourcing (BPO) company can produce subpar results if the right environment isn’t created. The solution. But that doesn’t mean that every outsourcing experience is a great one.

Customer Service 98

Customer Service CX Customer Experience 98

Ameyo Callversations

MARCH 11, 2021

The COVID-19 pandemic acted as a catalyst in the revamping of the BPO sector. With an urgent need to move operations remote, we saw many traditional BPOs going through digital transformation. Impact of COVID 19 on the BPO Industry: Emerging Trends. > One of the major challenges of working remotely for a BPO is monitoring.

Contact Center 98

Contact Center Government Omnichannel Gaming 98

Customer Think

FEBRUARY 5, 2023

Procuring the services of an outsourced BPO or contact center vendor can be a time-consuming, labor-intensive process, given the ever-expanding vendor landscape and emerging nearshore and offshore regions. Blockchain is proving to be a viable solution to help procurement teams manage the process more efficiently and cost-effectively.

Contact Center 64

Contact Center CX Technology Technology 64

Uniphore

JANUARY 24, 2022

Call center workers are screaming for agent assist solutions to simplify today’s increasingly complex job processes. And the results speak for themselves: Agent onboarding cut from 6 weeks to 6 days (an 80% reduction) for a global financial BPO. It’s time to rethink real-time agent coaching—with AI-powered agent assist technology.

Healthcare 130

Healthcare AI Technology Technology 130

Callminer

JULY 22, 2018

When it comes to business process outsourcing (BPO), the virtual assistant market is predicted to reach $3 billion by the year 2020. So what’s the solution? So what can BPOs do to ensure that agents are handling customer concerns as swiftly and efficiently as possible? Transparency into agent performance and processes.

Contact Center 186

Contact Center CX Compliance Customer Service 186

Shep Hyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. She shares how BPOs can enhance your customer experience. Omnichannel Customer Support Options .

Customer Experience 57

Customer Experience Omnichannel Social Media CX 57

Execs In The Know

JANUARY 8, 2023

As we head into 2023, the business process outsourcing (BPO) sector continues to evolve and grow as a service channel, with many new brands now fully embracing outsourcing partners—both onshore, nearshore, and offshore. When your BPO can deliver an exceptional customer experience, it’s a dollar well invested.

Artificial Intelligence 87

Artificial Intelligence Technology Technology Engineering 87

MattsenKumar

SEPTEMBER 16, 2021

MattsenKumar is a trusted BPO firm that has been backing businesses with a range of services such as call centers, back-office processes, and e-commerce outsourcing across the globe. MattsenKumar is a BPO firm established in 2005 and located in the United States with offices at multiple locations in India, are Rajasthan and Haryana.

E-commerce 52

E-commerce B2B Innovation Customer Retention 52

Fonolo

NOVEMBER 2, 2017

The ability to offer callers the option of a call-back is a popular request from companies choosing a contact center BPO. To that you might ask, “Why are call-backs such an essential add-on, and how can my BPO benefit from offering this solution?”. BPOs Can Increase Revenue with Call-Backs.

Contact Center 69

Contact Center Compliance Customer Expectations Technology 69

MattsenKumar

SEPTEMBER 16, 2021

MattsenKumar is a trusted BPO firm that has been backing businesses with a range of services such as call centers, back-office processes, and e-commerce outsourcing across the globe. MattsenKumar is a BPO firm established in 2005 and located in the United States with offices at multiple locations in India, are Rajasthan and Haryana.

E-commerce 52

E-commerce B2B Innovation Customer Retention 52

Customer Think

JULY 8, 2021

I have often written in the past about Gig CX not being a replacement for Business Process Outsourcing (BPO) and contact centers. These ideas can co-exist and in many cases we are working with BPOs to create solutions where they build out the heart of a customer service solution and we add the flexibility – […].

CX 59

CX Contact Center Customer Service 59

Fonolo

JUNE 13, 2023

If you’re considering a call-back solution for your contact center, here are some things you’ll be glad to know before you decide which product is right for you. Fonolo’s call-back solutions are universally compatible. If you have a multi-site or multi-platform scenario, you will need to configure each call-back solution separately.

Contact Center 104

Contact Center Social Media Start-ups Customer Satisfaction 104

Taylor Reach Group

JUNE 20, 2023

SKWeston & Company is a global business process outsourcing (BPO) consulting and professional services company. The new company remains nimble, agile, accessible, and solutions agnostic. TRG’s strategic advisory role is now being augmented by SKW’s strong expertise in design, operational improvement, and implementation services.

Contact Center 62

Contact Center CX Business Growth Customer Service 62

Shep Hyken

SEPTEMBER 2, 2022

This week, we feature an article by Sukhdev Singh, Digital Marketing Specialist at Maxicus , a company that provides tech-enabled customer service solutions. Customer experience in BPO profoundly impacts building a positive customer experience in any organization. . Create self-service solutions.

Customer Experience 65

Customer Experience Net Promoter Score Omnichannel Social Media 65

Callminer

FEBRUARY 21, 2018

Get a solution that is…”. Janeen Ansell is the Operations Manager at TeleDirect , a leader in business process outsourcing (BPO) with a multi-tier menu of solutions for a variety of commerce requirements. CustomerServ helps companies find, select, and retain the right call center and BPO outsourcing vendors, at no-fee.

Contact Center 210

Contact Center CRM Technology Technology 210

Transcosmos

MARCH 5, 2019

In 2017, the IT-BPO industry in India had an aggregated revenue of $154 billion. Malaysia’s BPO market is expected to grow at a compound annual rate of 7.9% The BPO sector in the Philippines had a 17% growth and created 1.3 The BPO sector in the Philippines had a 17% growth and created 1.3 7.07: India. 6.31: China.

Technology 52

Technology Technology Legal Finance 52

Execs In The Know

JUNE 7, 2023

With advancements in technology and changing customer expectations, the landscape has shifted, giving rise to innovative outsourcing solutions that prioritize personalized, seamless, and meaningful customer experiences. However, concerns were raised about governance and compliance in implementing AI solutions.

CX 85

CX Compliance Artificial Intelligence AI 85

Inside Customer Service

MAY 13, 2021

Staffing alone isn't the solution. Unfortunately, upset customers are more judgmental and less open to solutions. One counterintuitive solution is to make it easier for customers to contact a live agent. Two of my favorites are Transparent BPO and Callzilla. Each faced multiple risks and worries. Need More Help?

Contact Center 147

Contact Center Start-ups Entertainment Social Media 147

Fonolo

MAY 22, 2018

We, at Fonolo, see this trend through the increased demand of our call-back solution. This month, we were fortunate to get an early copy of a new survey, by Ryan Strategic Advisory, that asked BPO contact centers about call-backs, and I’m happy to share some of that data with you here. About the Survey.

E-commerce 59

E-commerce Contact Center Hospitality Hospitality 59

Fonolo

SEPTEMBER 12, 2017

If your company has long wait times, and if you don’t have the budget to staff up, you should consider adding a call-back solution. 7 Signs Your Call Center Needs a Call-Back Solution. We aren’t the only solution on the market, though, and we like customers to make an informed decision. 4 Reasons to Love Call-Backs.

Net Promoter Score 143

Net Promoter Score Contact Center Social Media Customer Satisfaction 143

Execs In The Know

APRIL 14, 2022

Unless an automated solution is fool proof (and few are), a live agent needs to be only a click or button push away … most automated solutions can’t do it all (at least, not yet). Messaging is quickly replacing other mobile device solutions (such as mobile apps). Key Takeaways. CRS Clearwater Pre-Conference Workshops.

Real Estate 98

Real Estate VOC Actionable Insights CX 98

Fonolo

JANUARY 23, 2018

If you send some of your calls to a BPO/outsourced call center, the call-back strategy won’t extend to those calls. For these reasons, and others, it’s worth considering the call-back solution from a 3 rd party. 4 Reasons to Add Call-Backs.

Social Media 141

Social Media Contact Center NPS Customer Satisfaction 141

Callminer

APRIL 20, 2020

In this article, we discuss BPO as a flexible tool for businesses to use and many helpful tips for doing so. However, getting the Business Process Outsourcing (BPO) approach to task delegation just right can be tricky in practice. Read on to learn how BPO works. How Business Process Outsourcing Works. Onshore Outsourcing.

Legal 286

Legal Artificial Intelligence Engineering Government 286

Fonolo

NOVEMBER 11, 2021

Around 90% of BPO leaders agreed that agent attrition stagnated or worsened in 2021. Solutions like Visual IVR can help bridge your digital channels to the voice channel without risking customer abandonment. The consequences of overlooking disengaged agents? Plentiful: Lost employees to competitors. Lower contact center morale.

Contact Center 87

Contact Center Customer Satisfaction Sales Touchpoint 87

Taylor Reach Group

MAY 1, 2018

“Each outsourcing project must consider the Contact Center needs, and tailor solutions, operations policies, practices and metrics to meet the strategic requirements and goals of the organization.” said Taylor. “We

Contact Center 48

Contact Center CX Sales Technology 48

Fonolo

MAY 14, 2019

At Fonolo, we see this trend through the increased demand of our own call-back solution. This data comes from the “2019 Front Office BPO Omnibus Survey.” More and more call centers are offering a call-back option as an alternative to putting customers on hold. The data results show impressive growth. About the Survey.

Contact Center 57

Contact Center Education Customer Experience Customer Satisfaction 57

Zendesk

MAY 5, 2022

Try to be kind and focus on finding a solution. Not every problem has an easy solution, but your employees deserve to be acknowledged. A few things to look for in a help desk solution: AI and automation to help speed up resolution times. Customization so you can create a solution that works for your use case.

Customer Service 98

Customer Service B2C Start-ups Legal 98

Execs In The Know

MARCH 25, 2022

While many BPO or contact center agents need to go through rigorous training to understand your product or service, your customers have inherent product knowledge based on their own personal experiences with your brand. Leverage the power and knowledge of your existing customer base.

CX 52

CX Contact Center CX Transformation Customer Satisfaction 52

MattsenKumar

OCTOBER 10, 2021

A contact center run by a business process outsourcer (BPO) is a group of outsourced agents who learn about your products, services, policies, and brand voice to handle client requests across many channels on your behalf. The top three benefits of this outsourcing strategy are flexibility, agility, and cost-effectiveness.

E-commerce 52

E-commerce Finance Compliance Sales 52

Fonolo

AUGUST 28, 2018

Our favorite chart: 2018 Front Office BPO Omnibus Survey. Key findings: The US leads in deployments of call-back solutions. Cisco solutions are the most popular. The only region where Avaya’s call-back solution was more common was Australia. Who wrote it: Ryan Strategic Advisory. Where to get it: Here.

Contact Center 65

Contact Center E-commerce Omnichannel Hospitality 65

Lightico

AUGUST 3, 2021

Adding services such as online bill pay and mobile banking solutions. Over the years, bank contact centers and BPO managers servicing banks have looked for ways to make sure terms and conditions are communicated clearly and effectively to the customer – both to avoid disputes and ensure both legal and regulatory compliance.

Compliance 52

Compliance Legal Contact Center NPS 52

Fonolo

JANUARY 30, 2019

Avaya announced “ReadyNow” which is a new private-cloud delivery model of its Avaya OneCloud solutions for UCaaS and CCaaS. For a good explanation of the cloud strategy see Unpacking Avaya’s New Cloud Solutions Portfolio by Frost and Sullivan. ” – Irwin Lazar. . ” – Irwin Lazar. VPs & Directors of Web/Social Media.

Contact Center 57

Contact Center Social Media Education Innovation 57

Hodusoft

MARCH 21, 2024

Don't Let Challenges Sink Your BPO! Navigate with HoduSoft BPO or business process outsourcing is a dynamic world where businesses find efficient solutions beyond their walls. As per a report , the global BPO market size was valued at $221.5 Overview of The BPO Industry: How It Works? What is BPO?

Omnichannel 52

Omnichannel Contact Center Social Media Data Entry 52

Hodusoft

NOVEMBER 22, 2023

Increase ROI of BPO with Omnichannel Contact Center Software Excellent customer service is just as important as excellent marketing efforts. BPOs , also popular as outsourcing customer service companies specialize in handling customer queries in real-time through voice, email, chat, telephone, social media, and various other channels.

Contact Center 52

Contact Center Omnichannel Compliance Social Media 52

Hodusoft

SEPTEMBER 18, 2023

Discover the Latest Trends with HoduSoft at the 12th BPO Innovation Summit & Awards 2023 In the dynamic world of Business Process Outsourcing (BPO), staying up-to-date is essential for success. HoduSoft, an innovative provider of unified communications and BPO solutions, will be one of the prominent participants at this event.

Innovation 52

Innovation Artificial Intelligence Data Entry ML 52