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There is a great deal of debate about what metrics callcenters should measure now, especially with COVID-19 and the accompanying shift to work-at-home agents, staffing shortages, and persistent supply chain issues straining customers’ patience. Times have changed, and where necessary, callcenter and BPO metrics must change with them.
According to a study by Grand View Research, the global callcenter AI market is expected to reach USD 7.08 This forecast highlights the growing reliance on AI and automation to improve customer experiences and operational efficiency in callcenters worldwide, making them essential drivers of business growth.
CONTACT CENTER OUTSOURCING: The Key to Gaining Competitive Advantage Contact center outsourcing entails engaging third-party resources to manage customer interactions and communications instead of relying solely on internal staff.
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