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People & CultureUnderstanding Generation Y in the workplace
Millennials, also known as Gen Y, are a growing force in the workplace. But what motivates them most? And how can you tap into their strengths to ensure the best customer service experiences?
Customer ExperienceWhy Romania needs to be on your outsourcing (BPO) list
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.
People & CultureThree ways social responsibility in the call center impacts your bottom line
Corporate social responsibility programs are becoming increasingly popular in the BPO industry, even viewed as a means of attracting and retaining top talent. Here’s how your service delivery center can benefit from CSR.
Customer ExperienceMaking continuous improvement truly continuous in the call center
Successful continuous improvement programs need to be implemented as part of a process-intelligence culture that permeates an organization, and not as a ‘back room’ consulting gig. Here’s how to get started.
Customer ExperienceCall reduction: Four ways to cut customer contacts without sacrificing service
From IVR, to self-service, to mobile, to social communities – this article covers several tips to reduce repetitive calls while maintaining service levels. And a good reminder: always be realistic with contact reduction.
Customer ExperienceFirst Call Resolution: Difficult to measure, dangerous to ignore
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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