BPO and call centers are fast-growing industries that play a pivotal role in streamlining business processes and enhancing customer service. While they have similarities, they are not synonymous and have different scopes and objectives. What is a BPO? BPO, or Business Process Outsourcing, refers to the process where companies delegate specific business functions to external…
Read moreWhat is Omnichannel Contact Center Software?
Omnichannel contact center software is designed to meet the demands of customer expectations by providing a seamless, integrated experience across all engagement channels. Nowadays, people demand exceptional service across email, chat, social media, phone calls, and more. In fact, some 37% of customers expect to connect to the same agents across multiple support channels. Omnichannel…
Read moreDiscover The Average Call Wait Time in Call Centers And How to Reduce Yours
Today’s customers value their time more than ever before and expect to have issues dealt with quickly. Customer service plays a pivotal role in shaping the reputation and success of every modern business. Average call wait time in call centers is a key metric that companies can use to assess the quality of customer service….
Read more10 Contact Centre Technologies You Should Know About
In today’s competitive business landscape, exceptional customer service is crucial for success. Contact centres, whether focused on inbound or outbound calls, SMS, chat, email, or social interactions, play a critical role in delivering outstanding customer experiences. To achieve this, contact centre technologies are key. In this article, we’ll outline ten key contact centre technologies that…
Read moreBoosting Conversations with Integrated Call Support
A study by Whistl has suggested that up to 38% of customers value a quick resolution the most when contacting a call centre. But despite customer service technology improving across the board, many call centres are still using separate telephone and computer systems, and flicking between the two can increase the handling time of each…
Read moreOptimising Call Centre Performance with Conversion Analytics Software
The primary goal of a call centre is to deliver a service to anyone who interacts with your company. Call centres don’t look to be going anywhere, with surveys completed by Hubspot and Salesforce indicating that the majority of customers prefer to communicate issues via live calls. But a good experience remains of critical importance,…
Read morePerformance Improvement in the Contact Centre: A Guide
All too often, contact centre agents are treated as disposable. There’s a ready supply of labour, after all, and frontline workers come and go. Isn’t that how it’s always been? As well as creating a negative atmosphere for your employees and taking its toll on their mental health, this approach is fast becoming incompatible with…
Read moreThe power of a clear, concise and captivating MI report
Whether I’m trying to get to Barnard Castle, or understand how to get better at my job, I need some guidance to understand the roads / steps I need to take to get to my end point – my goal. These days, I use my iPhone for travelling because I like the simplicity of the…
Read moreNever underestimate the power of constructive feedback!
We all love doing it – telling our friends and family about the shop assistant who went the extra mile, the nurse who showed extra care or the colleague who promised that job would be done by 4pm, but then didn’t follow through… Grrr! But how many times do we tell the actual shop assistant,…
Read more