BPO vs. Call Center: The Differences and How to Choose the Right One
Business Process Outsourcing (BPO) and Call Centers are two of the most common outsourcing options for many mid-size and enterprise organizations.
BPO SLAs: How to Prevent and Resolve the Most Common Disputes
What is BPO: Business Process Outsourcing?
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.
What Is Time To Resolution: How to Calculate and Reduce This Critical Customer Support Metric
In increasingly high-pressure business environments, customer support teams face unprecedented pressure to deliver fast, effective support while managing increasingly complex technical environments.
AI in Call Centers Fully Examined: The Benefits, The Real and the Hype, Plus How-To's
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.
Contact Center Analytics: What It Is and How to Use It Most Effectively
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.
Incident Escalation: What It Is and How to Design Triggers and Policies
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.
A Practical Guide to Customer Service Management: Strategic Tools, and Best Practices
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.
Incident Classification Fully Examined: Best Practices and How-To's
Incidents are an inevitable part of business operations and are not all created equally. That's where incident classification comes into play.
Customer Service Reporting: How to Use Metrics to Measure Customer Experience
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.
Call Center Quality Assurance: Best Practices and Strategic How-To Guide
Delivering exceptional customer experiences is not only about answering calls quickly but focuses on how well every interaction is handled. That's where call center Quality Assurance (QA) comes in. It's the backbone of consistent service, operational efficiency, and ongoing improvement for companies that take customer support seriously.
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