In today's economy, customers have endless choices. If you can't meet them on their terms, someone else will. Customer service has become the cornerstone of both acquisition and retention.
Business Process Outsourcing (BPO) and Call Centers are two of the most common outsourcing options for many mid-size and enterprise organizations.
BPO stands for Business Process Outsourcing and is the contracting of services to third-party companies that can provide them more inexpensively or more efficiently than your organization. Businesses outsource their work for many reasons but are most commonly looking to decrease costs, expand capabilities, or lessen risks.
In increasingly high-pressure business environments, customer support teams face unprecedented pressure to deliver fast, effective support while managing increasingly complex technical environments.
Call centers are the heartbeat of your customer service operation. Customer expectations are higher than ever. Quick answers aren't a nice-to-have anymore, they're non-negotiable.
In our article, we help you understand what call center analytics is, the various types, and how to use it best and overcome challenges to take your processes to the next level.
We've all been there, stuck on hold with customer support, hoping to be escalated to someone who can actually fix the issue. That's just one situation for escalating incidents, but there can be many other reasons.
We already know that business revolves around your customer, and attracting new buyers and retaining your most loyal ones is critical to success and longevity. Enter Customer Service Management.
Incidents are an inevitable part of business operations and are not all created equally. That's where incident classification comes into play.
Learning about how your customers perceive your business and their experience with your products or services can be a big mystery. In addition, understanding the strengths and weaknesses of your customer service department can be convoluted. That is unless you implement routine customer service reporting.
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