Why have contact centers become a breeding ground for BPI methods? One of the reasons is the sheer number of processes, lending itself to the application of most BPI tools and methodologies.
From mobile support and gamification, to speedy response times and personalization, this article explores a few ways to get ahead of customer service requests — and even delight customers along the way.
Are fintech companies doing everything they can to keep the business of Millennials? Experts share four ways to retain your Millennial customers including finding the right partners, adding self-service, and more.
You need to run your company, so why add contact center manager to your resume? Today, value comes from enlisting subject matter experts to help grow your business in a strategic way. Outsourcing offers just that.
Strong outsourcing partnerships don’t happen overnight. Here’s a look at our customer service journey and lessons learned with TXU Energy - a partnership spanning 10 years with cultural alignment at its core.
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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