How AI Is Benefiting Contact Center Agents
Artificial Intelligence (AI) has revolutionized various industries, and the contact center sector is no exception. By integrating AI technologies, contact centers can now offer more efficient, personalized, and high-quality service to their customers. While AI is often associated with the automation of routine tasks, its benefits extend significantly to the agents themselves, enhancing their capabilities […]
Inbound Call Center Solution: The Key to Satisfying Customer Experience
Businesses today have a major challenge in keeping their customers happy. One important aspect of this endeavor is to provide a customer-centric relationship through quick and satisfactory customer support services, particularly through phone and chat channels. Organizations must consider investing in an inbound call center solution to achieve this. ENHANCED CUSTOMER SATISFACTION Call center solutions allow companies […]
El Salvador’s Bullish Growth Spreads Across Software and BPO
As outsourcing growth continues apace following the global impact of the pandemic, the Nearshore region is enjoying a serious uptick in demand. But in one small Central American country in the news for its Bitcoin adoption and internationally criticised actions of its heavy-handed president, small and medium-sized organizations are growing and making the move to […]
How to Recognize a Robust, Reliable Work-at-Home BPO Solution
Nearshore contact centers with work-at-home capabilities are more reliable than ever, giving brands the opportunity to protect their business continuity strategies well into the future. While work-at-home has been an option for years, most nearshore BPO, contact center, and CX providers (for a variety of reasons) never adopted the solution. However, the COVID-19 crisis forced […]
Hybrid Success: Merging Traditional Contact Center Support with Work-at-Home
Contact center outsourcing clients want guaranteed business continuity and security that is out of reach for BPO providers that are either pure-play brick-and-mortar or work-at-home providers. The only real solution is a strategic blend of brick-and-mortar and work-at-home that only hybrid service providers can offer. We all learned from the COVID-19 crisis that brands can […]
What Do Contact Center Agents Really Expect?
Sure, big hiring bonuses are alluring, fair and reliable paychecks are a necessity as is a safe work environment, but what else are. contact center agents really looking for from their employer? In an industry where high churn rates severely affect service delivery, negatively impact the overall customer experience, and can kill the P&L, it is imperative to […]
Why American English Fluency Matters in the Call Center
Have you ever called into a customer service line and known you were talking to someone 3,000 miles away? That distance is about more than physical separation; it can mean an inability to connect and to understand each other, and in customer experience that can be detrimental to customer satisfaction. For most contact center environments, […]
Best Practices for Benchmarking the Contact Center
When partnering with a contact center provider, accountability and performance tracking are key to a successful, long-term relationship. The Office Gurus, a premier global call and contact center provider, serves as a resource for this planning. As the below article outlines, it is essential to understand industry metrics and properly benchmark key performance indicators (KPIs) […]
3 Reasons to Work with a PCI Compliant Call Center
In 2006, the five major payment processors developed an industry-wide standard. The Payment Card Industry Data Security Standard (PSI-DSS) is a voluntary system guided by 12 tenants designed to incorporate both high technology and common sense into best practices. If your business handles payment transactions over the phone, working with a PCI compliant call center […]
Contact Center vs. Call Center: What Is the Difference?
Although the terms ‘contact center’ and ‘call center’ seem synonymous, there are some key differences between the two. A contact center is a hub for managing customer communications and customer service across multiple channels, including phone, email, live chat and social media. Customer-facing teams use a contact center software as a single platform through which […]