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…

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…

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….

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…

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…

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,…

We’ve all been there. Finding yourself drowning in numerous data points that not only leave your original questions unanswered, but presents new ones along the way. Things need to change… and they are with our new KPI Performance Report. The KPI report enables QA teams to unlock new insights, customise reports and share performance with…

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…

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…

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,…