Quality Contact Solutions

JANUARY 7, 2022

At this point, I’d suggest that most everyone understands what outsourcing is, at least the overall concept. While business process outsourcing has been around a while, let’s look at what BPO services are, why they work, and how your company can engage with a BPO provider.

Business Process Outsourcing 98

Business Process Outsourcing Telemarketing outsourcing B2C 98

LiveVox

JULY 17, 2023

The business process outsourcing (BPO) industry plays a vital role in today’s global economy. In this article, we explore the common hurdles that BPOs encounter and discuss how LiveVox offers innovative solutions to help the industry overcome these challenges and drive success.

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Business Process Outsourcing outsourcing 86

Quality Contact Solutions

JUNE 1, 2022

With lower costs and increased efficiencies, business process outsourcing is the perfect solution for healthcare organizations. Read the full article.

Healthcare 98

Healthcare Telemarketing Business Process Outsourcing outsourcing 98

Helpware

MARCH 2, 2023

The Business Process Outsourcing industry has experienced tremendous growth in recent years, with start-ups and global brands turning to outsourcing their operations to cut costs, streamline operations, and improve customer satisfaction.

Business Process Outsourcing 87

Business Process Outsourcing outsourcing Customer Support Management 87

LiveVox

JULY 24, 2023

Effective customer engagement is the key to success for any business process outsourcing (BPO) company. In this article, we’ll explore the five signs that indicate your BPO strategy might be going wrong when it comes to customer engagement.

Business Process Outsourcing 84

Business Process Outsourcing outsourcing 84

Vistio

SEPTEMBER 30, 2021

Ian Barkin is a seasoned leader and innovator in Digital Operations, Robotic Process Automation (RPA), Intelligent Automation, Business Process Outsourcing (BPO) and the Future of Work. Peter Ryan is considered to be one of the world’s leading experts in customer experience (CX) and Business Process Outsourcing (BPO).

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Consulting Consulting 98

CSM Magazine

MARCH 5, 2025

More time to focus on your business’s core goals? Outsourcing is big business and it’s growing. According to Global Response , the customer support outsourcing industry, part of the broader Business Process Outsourcing (BPO) market, is currently valued at approximately $307 billion.

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outsourcing Customer Service Business Process Outsourcing Chatbots 52

ShepHyken

NOVEMBER 4, 2022

This week, we feature an article by Baphira Wahlang Shylla, a digital marketer at Knowmax , a SaaS company that provides knowledge management solutions for various industries that are seeking to improve their customer service metrics. For more articles from Shep Hyken and his guest contributors, go to customerserviceblog.com.

Customer Experience 166

Customer Experience Scripts Self service outsourcing 166

CCNG

MAY 11, 2022

Although the roles and responsibilities of call center agents have evolved since the dawn of the industry decades ago, the "human" element will always be the bedrock of call center services within business process outsourcing (BPO). There is a lot to unpack on this subject, and we'll do our best to cover some key points.

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Call Center outsourcing Agent burnout Business Process Outsourcing 195

LiveVox

JULY 10, 2023

In the ever-evolving world of business process outsourcing (BPO), data-driven analysis plays a crucial role in optimizing operations and driving success. This article explores the significance of BPO analysis and how it empowers companies to make informed decisions, enhance efficiency, and achieve remarkable performance levels.

Business Process Outsourcing 65

Business Process Outsourcing outsourcing Management 65

Quality Contact Solutions

JANUARY 21, 2022

It’s also worth mentioning that the terms call center, contact center, business process outsourcing (BPO) , and omnichannel are often used interchangeably these days. This type of service is also referred to as Business Process Outsourcing (BPO). This scenario is often referred to as omnichannel.

Call Center 98

Call Center Contact Center Business Process Outsourcing outsourcing 98

TeleDirect

JULY 17, 2020

Read enough articles about call center platforms and customer service systems nowadays, and it would appear that robots – in the form of integrated automated response applications, including chatbots – are primed to replace humans as the preferred mode of contact. But is that really the case? Let’s take a typical customer outreach scenario.

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Call Center Chatbots Business Process Outsourcing outsourcing 93

Nicereply

DECEMBER 28, 2021

So for many companies, outsourcing is the best next move. However, it can be daunting to begin the process of finding the right business process outsourcer (BPO). But asking questions will help you understand how each outsourcer operates, so you’re picking the right partner for your unique needs.

Customer Support 98

Customer Support Benchmark outsourcing Business Process Outsourcing 98

Quality Contact Solutions

SEPTEMBER 29, 2021

Reduce Labor Costs with a BPO One of the best and most flexible ways to reduce your labor costs that many businesses have utilized is utilizing a company specializing in Business Process Outsourcing (BPO), as Quality Contact Solutions provides. What is a BPO?

Business Process Outsourcing 98

Business Process Outsourcing outsourcing Call Center Technical Support 98

Merchants

JANUARY 29, 2020

With the depressed economy in South Africa affecting business across most industries and sectors – retailers in particular – Merchants SA believes contact centres can not only boost sales but also give consumers a better retail experience. appeared first on Business Process Outsourcing Services | Merchants.

Business Process Outsourcing 75

Business Process Outsourcing outsourcing Sales 75

Merchants

JUNE 14, 2019

The post The artificial CX reality gap appeared first on Business Process Outsourcing Services | Merchants. This gap between CX goals and results was the topic of Merchants presentation at the CX Africa 360 conference. Find out more.

Business Process Outsourcing 75

Business Process Outsourcing outsourcing Customer Experience 75

TeleDirect

MAY 8, 2018

TeleDirect’s commitment to business process outsourcing (BPO) excellence spans a wide range of industries and business sectors, from financial firms to healthcare companies. But don’t just take our word – the wider business world has taken notice.

Call Center 72

Call Center B2B outsourcing Business Process Outsourcing 72

LiveVox

JULY 19, 2023

The Business Process Outsourcing (BPO) industry has witnessed remarkable growth and transformation over the years. In this article, we present ten surprising statistics that shed light on the BPO landscape.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing 52

Uniphore

DECEMBER 20, 2021

Target the root cause of turnover in outsourced service centers with technology that empowers. Employee turnover is a major pain point for business process outsourcers, with attrition rates often at 30% or higher. In this article, you’ll learn how: Complexity fuels turnover—and how to combat it. Want to learn more?

Customer Service 52

Customer Service Business Process Outsourcing outsourcing Coaching 52

Merchants

OCTOBER 6, 2020

The post Your WFH strategy needs to go beyond disaster recovery appeared first on Business Process Outsourcing Services | Merchants CX SA. While work from home (WFH) has been an option for contact centres for many years, its utilisation has been sporadic and limited at best.

Business Process Outsourcing 64

Business Process Outsourcing outsourcing 64

Skybridge

AUGUST 18, 2020

Accordingly, Business Process Outsourcing (BPO) has been growing in popularity. In almost every industry, businesses can now outsource non-core processes while they can focus more on the core business functions. Senior Vice President, Sales and Marketing. Skybridge Americas.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Technical Support Customer Care 52

CustomerServ

APRIL 29, 2019

We have discussed the prevailing perceptions of global outsourcing in previous articles. The topic always spurs a lot of conversation; however, there is still a common mislabeling of where outsourcing occurs and what it actually is. For example, not all outsourcing is offshore.

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outsourcing Call Center Business Process Outsourcing Contact Center 48

Merchants

MARCH 12, 2021

In September 2020, it was reported that South Africa’s business process outsourcing (BPO) sector is poised to create 775 000 new jobs by 2030. The post SA’s BPO sector prioritises skills development appeared first on Business Process Outsourcing Services | Merchants CX SA.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing 52

Merchants

JULY 29, 2021

Over the last 18 months, business process outsourcing (BPO), like most industries, has had to quickly and effectively adapt and shift strategies to ensure success in a post-pandemic environment. The post Hybrid delivery is more than remote working appeared first on Business Process Outsourcing Services | Merchants CX SA.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing 52

TeleDirect

OCTOBER 4, 2021

The business process outsourcing (BPO) experts here at TeleDirect put together this informative article to answer some questions (like how much does a call center rep make) and dive into different aspects of call center reps and associated careers.

Call Center 62

Call Center Business Process Outsourcing outsourcing Call center experience 62

Merchants

JULY 29, 2021

Business process outsourcing (BPO) provider and customer experience partner, Merchants, is proud to announce that it has been chosen as a regional finalist in 11 categories in ContactCentreWorld’s 16th Annual Global Awards.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing Customer Experience 52

Zingtree

AUGUST 6, 2018

BPO (Business Process Outsourcing) is an industry experiencing rapid growth, with predictions that it’ll reach $3 billion in the next few years. But, what else should an outsourced call center be keeping in mind? Today’s customers are busy and, when they encounter problems, they want them resolved quickly.

Call Center 58

Call Center Scripts Business Process Outsourcing outsourcing 58

Spearline

MARCH 2, 2021

Attrition in the contact center is high — 25% to 40% on average — but can reach 100% in some contact centers, such as ones operated by business process outsourcing companies (BPOs). Agent experience. In fact, the 2020 Contact Center Pipeline Survey found that attrition is the No. 1 challenge for contact centers.

Call Center 98

Call Center Customer Experience First call resolution Outbound sales 98

JustCall

JANUARY 18, 2023

Your business can go from good to great with the help of new and modern ways to manage operations. Business process outsourcing (BPO), which grew out of BPM, can make this kind of change possible if it is done carefully and with a good vendor. . Best Guidelines on Outsourcing for Call Centers. What is A BPO? .

Call Center 52

Call Center Business Process Outsourcing outsourcing Telemarketing 52

Quality Contact Solutions

DECEMBER 10, 2021

Many contact centers have evolved into what’s known as Business Process Outsourcing, or? BPO , and support businesses for multiple functions like customer service, tech support, marketing, sales, and much more.??. Contact Centers, BPO’s, and Call Centers. One of the many benefits ?of

Marketing 98

Marketing outsourcing Telemarketing Call Center 98

Merchants

JUNE 22, 2021

The post Merchants continues to lead the way on impact sourcing appeared first on Business Process Outsourcing Services | Merchants CX SA. During the first quarter of 2021, Merchants created almost 1000 new jobs through its digital recruitment platform, MyCalling.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing 52

Merchants

JUNE 7, 2022

The post No one is unemployable through digital recruitment appeared first on Business Process Outsourcing Services | Merchants CX SA. South Africa's current unemployment rate of 35.3% is the highest recorded since comparable data collection began in 2008 – making employment creation critical.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing 52

Merchants

MAY 24, 2021

‘Business Continuity’ can be defined as an organisation’s ability to maintain essential functions after a disaster has occurred. The post The Right BPO Partner is Key to Business Continuity Success appeared first on Business Process Outsourcing Services | Merchants CX SA.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing 52

Merchants

SEPTEMBER 13, 2022

The post TopCo recognises Merchants as a key driver for skills development appeared first on Business Process Outsourcing Services | Merchants CX SA. Last month, the TopCo Top Empowerment Awards recognised Merchants as a key player in skills and youth development in South Africa.

Business Process Outsourcing 10

Business Process Outsourcing outsourcing 10

Merchants

MAY 24, 2021

The post The power of digital recruitment to create SA jobs appeared first on Business Process Outsourcing Services | Merchants CX SA. Traditional recruitment tools are failing South Africa’s unemployed and companies still using them are losing out on key talent as a result.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing 52

Merchants

SEPTEMBER 29, 2020

In recent years, South Africa has established itself as a prime location for outsourcing services for global organisations operating across industries and sectors. The post Why problem solving matters in the contact centre appeared first on Business Process Outsourcing Services | Merchants CX SA.

Business Process Outsourcing 52

Business Process Outsourcing outsourcing 52

Merchants

AUGUST 5, 2022

The post Digital banks still need human interaction appeared first on Business Process Outsourcing Services | Merchants CX SA. The technological changes in banking over last decade have been life changing as - driven by a technological revolution in customer experience - banking has gone (mainly) digital.

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Banking Business Process Outsourcing outsourcing Technology 52