Insights & Resources

Every company that uses outsourcing to manage or augment their customer service expects the BPO to treat their customer by their standards. Companies invest heavily in establishing quality assurance standards, deciding on Key Performance Indicators (KPI) benchmarks, and building custom reports and dashboards all designed to measure agent’s performance and

If a caller is fortunate enough to make it past the seemingly endless menu of a call center’s IVR (Interactive Voice Response) system, they are often tossed into a queue of untrained, poorly motivated agents, who without a script would not know what to do. Customer Service, once promoted as

The term BPO stands for Business Process Outsourcing, and is a practice used to help companies manage back-office tasks. BPOs are used in a variety of industries, from technology to banking to mobile apps to healthcare. Collaborating with a BPO is a practical option for companies to scale their business

Recognizing the differences between a contact center and a call center can be challenging. The main difference between a call center and contact center is based on the method of communication handled by the operation. Historically, a call center is an operation that focuses on handling inbound and outbound calls,