For years now, European companies have been torn between the high costs of outsourcing customer service to onshore locations and the low service levels sometimes prevalent in offshore destinations. But this is changing.
For the games industry, customer service can be more than just a cost factor; it can be a differentiator and revenue generator. Learn five key principles for successful multi-channel player support.
Industry experts agree, Romania’s reputation as an attractive outsourcing destination is on the rise. From multilingual BPO talent to a strong ITO sector, discover why Romania should be on your list.
First Call Resolution (FCR) is a critically important metric in a call center, particularly because it’s so closely tied to Customer Satisfaction. This article offers techniques for measuring FCR, and also concrete ways to improve it.
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