Outsource Consultants

JANUARY 3, 2024

At Outsource Consultants, we’re committed to providing informed insights, leveraging our experience with over 500 global BPO partners across various industries. Building on these reflections, we’re also ready to detail our 2024 predictions. While South Africa remains a key player, Kenya is poised to take the lead in 2024.

Call Center 67

Call Center outsourcing Morale Interactive Voice Response 67

Connect

OCTOBER 8, 2024

By Craig Smith , CX Automation Manager The adoption of artificial intelligence (AI) across the contact centre is rapidly accelerating, with a survey from unified communications & collaboration research firm Metrigy highlighting that over 70% of contact centre operators increased spending on AI in 2023 and 2024. According to Gartner Inc.,

Virtual Agent 86

Virtual Agent Chatbots Average Handle Time Consulting 86

ChurnZero

JANUARY 25, 2024

How will customer success jobs, and the skills they require, evolve in 2024? Let’s explore the essential trends, specializations, and factors driving the evolution of CS skills in 2024, and consider how you can upskill yourself and your team to stay at the cutting edge.

Education 52

Education Upselling SaaS Consulting 52

TechSee

JULY 10, 2024

Moving from Incremental Gains to Substantial Transformation In H1 2024, most AI implementations in CX primarily focused on incremental efficiency gains. After trying multiple solutions (YouTube explainers, chatbots, etc), they learned that many users needed visual guidance through the setup process.

Automotive 124

Automotive Average Handle Time Enterprise First call resolution 124

AWS Machine Learning

FEBRUARY 19, 2025

At AWS re:Invent 2024, we launched a new innovation in Amazon SageMaker HyperPod on Amazon Elastic Kubernetes Service (Amazon EKS) that enables you to run generative AI development tasks on shared accelerated compute resources efficiently and reduce costs by up to 40%.

Government 75

Government Best practices Engineering Enterprise 75

Inbenta

DECEMBER 14, 2021

And chatbots that harness artificial intelligence (AI) and natural language processing (NLP) present a huge opportunity. In a market where policies, coverage, and pricing are increasingly similar, AI chatbots give insurers a tool to offer great customer experience (CX) and differentiate themselves from their competitors.

Chatbots 52

Chatbots Upselling Average Handle Time Analytics 52

Expivia

AUGUST 1, 2024

We’ll compare the key selection criteria from 2018 to what matters most now in 2024. Contact us today for a consultation, and discover how Expivia can help elevate your customer service to new heights. Let’s discuss how we can tailor our modern approach to meet your specific needs. That’s the Expivia difference.

outsourcing 52

outsourcing Call Center Analytics Contact Center 52

Hodusoft

DECEMBER 11, 2024

Data released by ServiceNow India CX Intelligence Report 2024 finds 44 percent of respondents believe that a lack of ownership and responsibility between departments is a major reason for customer service delays. Metrics and insights, of any kind are important.

Personalization 52

Personalization Contact center software Metrics Customer retention 52

Outsource Consultants

MARCH 2, 2025

At Outsource Consultants, we’ve seen firsthand how the right partnership can transform a company’s customer experience. Advanced features like AI-powered chatbots can enhance efficiency and customer satisfaction. Advanced features like AI-powered chatbots can enhance efficiency and customer satisfaction.

call center solutions 67

call center solutions outsourcing Call Center Average Handle Time 67

Acquire BPO

AUGUST 26, 2024

When asked how likely they’d consider a different brand after a frustrating experience with an AI chatbot, 70% of consumers said they’d take their business elsewhere after just one bad experience. ” Visit the 2024 AI in Customer Service Survey at Acquire BPO’s website for the complete survey results.

Business Process Outsourcing 52

Business Process Outsourcing Chatbots Transportation Telecommunications 52

Acquire BPO

AUGUST 26, 2024

When asked how likely they’d consider a different brand after a frustrating experience with an AI chatbot, 70% of consumers said they’d take their business elsewhere after just one bad experience. ” Visit the 2024 AI in Customer Service Survey at Acquire BPO’s website for the complete survey results.

Surveys 52

Surveys Business Process Outsourcing Chatbots Transportation 52

Outsource Consultants

FEBRUARY 26, 2025

At Outsource Consultants, we’ve seen companies thrive by leveraging external call center expertise. The call center industry’s revenue is expected to grow by 13% in 2024, driven by expanding service capabilities. These technologies include AI-powered chatbots, advanced CRM systems, and predictive analytics tools.

outsourcing 67

outsourcing Call Center Customer Service Technical Support 67

Cincom

JANUARY 30, 2025

This statistic was published in HubSpots 2024 Annual State of Service Trends Report. Within a few minutes, you email her the customized quote, the offer for a free consultation call, and the invitation to download the app. 78% of customers expect more personalization in interactions than ever before. This time, she downloaded the app.

Personalization 40

Personalization CRM Analytics Chatbots 40

Outsource Consultants

JANUARY 27, 2025

At Outsource Consultants, we’ve seen firsthand how Philippine call centers have transformed CX strategies for companies across various industries. The 2024 edition of the EF English Proficiency Index ranks 113 countries and regions by their English skills. How can businesses get started with outsourcing to the Philippines?

outsourcing 67

outsourcing Call Center Government Telecommunications 67

Outsource Consultants

FEBRUARY 1, 2025

— CX Partner, Outsource Consultants The Rise of India’s BPO Industry The early 2000s saw exponential growth in India’s call center industry. But lets cut through the marketing spin: according to Deloittes 2024 report, only 25% of organizations report a meaningful reduction in vendor costs.

outsourcing 67

outsourcing Business Process Outsourcing Call Center Average Handle Time 67

Outsource Consultants

FEBRUARY 20, 2025

At Outsource Consultants, we’ve seen firsthand how businesses can benefit from tapping into the Philippines and Manila’s rich customer service resources. Agents quickly learn to work alongside chatbots and other AI tools, enhancing their efficiency and allowing them to focus on more complex customer issues.

Call Center 67

Call Center outsourcing Government Telecommunications 67

24-7 InTouch

FEBRUARY 9, 2023

Innovations like telemedicine, virtual consultations, and mail-order RX make patient care more accessible and convenient, while wearable devices and AI technology improve the quality and accuracy of healthcare for patients. Patients want a streamlined patient experience (PX) that’s personalized to their individual needs.

Technology 52

Technology Healthcare Chatbots Consulting 52

JivoChat

AUGUST 10, 2021

Consider the following factors, all based on 2021 numbers from consulting firms Forrester and Bloomreach : Digital commerce is the fastest-growing sales channel. It’s predicted that m-commerce sales will account for over 60% of total ecommerce sales by 2024: Image. Chatbots are a huge part of the AI trend in digital commerce.

B2C 52

B2C Customer retention Chatbots Self service 52

ROI CX Solutions

DECEMBER 3, 2024

Top 12 customer support outsourcing companies To help you choose the best customer support outsourcing companies, weve narrowed the list down to the top 12 contenders in 2024. In addition to customer support, Telus International provides digital solutions such as data for generative AI, digital consulting, AI bots, and managed IT services.

outsourcing 52

outsourcing Customer Support Telemarketing Technical Support 52

ROI CX Solutions

DECEMBER 5, 2024

This way, they can deal with temporarily busy times without adding to their workforce and use advanced tools like AI chatbots and data analysis they may not otherwise have access to. Belkins services range from appointment setting and demand generation to cold email outreach and CRM consulting.

outsourcing 52

outsourcing Call Center Technical Support B2B 52

AWS Machine Learning

MARCH 5, 2025

Dollar Unit Equivalencies: `1,234 million 1.234 billion` - Date Format Equivalencies: `2024-01-01 January 1st 2024` - Number Equivalencies: `1 one` - Start your response immediately with the question-answer-fact set JSON, and separate each extracted JSON record with a newline. See for examples.

Best practices 77

Best practices Enterprise Metrics Benchmark 77

ChurnZero

JANUARY 6, 2025

Revenue ownership became an operating norm in 2024,” says ESG ‘s Sheik Ayube. AI-powered chatbots and more sophisticated digital and automated CS motions will handle round-the-clock customer inquiries, and proactive provisioning of service based on the anticipation of need. predicts Peter Armaly of Valuize.

SaaS 52

SaaS Customer advocacy Best practices Finance 52

ShepHyken

JANUARY 19, 2025

A 2024 Gartner report indicates this, finding that 64 percent of customers would prefer the companies they do business with to avoid using AI in customer service. My Comment: With all the hype around the power of generative AI-fueled chatbots, IVAs (Intelligent Virtual Assistants), etc., But, so far, customers dont see it that way.

Customer Service 174

Customer Service Government Chief Customer Officer Contact Center 174