Outsource Consultants

OCTOBER 28, 2024

If you’re exploring outsourcing options, call center services in Kenya should be on your radar. Whether you’re looking for call centers in Nairobi or exploring options across the country, Kenya’s BPO landscape is becoming a strong contender for companies looking to elevate their customer service.

outsourcing 67

outsourcing Call Center Government Outbound sales 67

CCNG

MAY 11, 2022

Our industry does a nice job of illustrating the functions agents perform inside a call center or from work-at-home. How can we effectively recruit, train, develop, and retain talent if we don't know who we are hiring or why they're applying for a call center job in the first place? Education levels vary too.

Call Center 195

Call Center outsourcing Agent burnout Business Process Outsourcing 195

Outsource Consultants

FEBRUARY 24, 2025

At Outsource Consultants, we’ve witnessed a surge in interest for Tijuana nearshore call centers. businesses seeking cost-effective, high-quality call center solutions. executives can reach their Tijuana call center within hours, not days. Unbeatable Proximity to the U.S.

outsourcing 67

outsourcing Call Center Consulting Consulting 67

Callminer

JULY 30, 2020

In many cases, those complaints first reach the ears of a call center rep. That’s why patience, empathy, and active listening skills are among the most important skills every call center rep should have. Still, responding to complaints about bad customer service can be difficult, even for your best call center agents.

Call Center 265

Call Center Customer Service Scripts Coaching 265

Callminer

JUNE 21, 2017

Over the years, call centers have seen the development of numerous industry-specific training tools and coaching practices. As customer expectations are constantly increasing in terms of call center performance , so must the training methods evolve. Why implement call center training?

Best practices 174

Best practices Call Center Morale Coaching 174

TeleDirect

DECEMBER 20, 2024

Top Questions to Ask Before Choosing a Call Center Service Selecting the right call center service is a critical decision for businesses aiming to enhance customer experience and streamline operations. Is the call center available 24/7/365? Does the call center comply with industry regulations and standards?

Call Center 62

Call Center Outbound sales industry standards Analytics 62

Outsource Consultants

MARCH 17, 2025

Building a dream team for your call center operations is a game-changer in today’s competitive business landscape. The Philippines has emerged as a powerhouse in the call center industry, offering a wealth of talented professionals. What Skills Define Top Philippines Call Center Agents?

Call Center 67

Call Center outsourcing Education Consulting 67

Fonolo

JULY 15, 2021

There are many different call center metrics used to measure activity and efficiency. Key Performance Indicators, or KPIs, can be tracked through integrated phone systems and call center cloud-based technology. Different call centers might have different goals, and thus have different metrics to prioritize.

Call Center 159

Call Center Abandon Call Abandon rate Average Handle Time 159

Fonolo

JANUARY 19, 2023

If call center retention keeps you up at night, you’re not alone. According to the 2021 ICMI report, a contact center’s average employee turnover rate was 58% per year. Let’s take a closer look at why call centers see so much agent turnover and consider the solutions. Why Does Call Center Retention Matter?

Call Center 155

Call Center Brand ambassadors Contact Center Education 155

ShepHyken

SEPTEMBER 20, 2016

Shep Hyken speaks with leader, innovator, call center educator, and co-founder and CEO of Fonolo , Shai Berger about improving customer support. Shai Berger on Improving Customer Support. Do you want to provide a better customer support experience?

Education 0

Education Call Center Customer Support Customer Service 0

Expivia

MARCH 1, 2022

Call center agent training isn’t usually a walk in the park. After all, your call center agents may be a customer’s first touchpoint in interacting with the brand. 83% of high-performing call center agents attributed their performance to the quality of training they received at their call centers.

Education 98

Education Call Center Construction Feedback 98

Fonolo

NOVEMBER 23, 2021

When you think of the phrase “call center training”, does the word fun come to mind? But now, with agent engagement becoming a growing priority for call centers, it’s a great time to reimagine your approach to training your team members. Did you know that call center agents face a 30-45% attrition rate?

Call Center 148

Call Center Abandon rate Gamification Education 148

Fonolo

OCTOBER 28, 2021

Call center agents do much more than answer the phone. To keep your customers happy, your contact center needs to know what types of transferable skills to look for in new hires, while also supporting the development of these same skills in your existing team members. How to Foster Agent Engagement in a Hybrid Contact Center.

Call Center 157

Call Center Contact Center Best practices Scripts 157

Fonolo

OCTOBER 26, 2022

When you think of improving your call center motivation, do you dream of near-perfect customer satisfaction scores ? Call center managers and leaders have some of the hardest jobs when it comes to agent engagement. Call center managers and leaders have some of the hardest jobs when it comes to agent engagement.

Call Center 142

Call Center Abandon rate Education Contact Center 142

TeleDirect

JANUARY 23, 2025

The Role of Call Centers in Patient Care Coordination In the evolving landscape of healthcare, call centers play a pivotal role in patient care coordination. For healthcare providers, having a dedicated call center alleviates the administrative burden on staff while enhancing the overall patient experience.

Call Center 62

Call Center Healthcare Wait times Education 62

Fonolo

NOVEMBER 22, 2022

Fortunately, e-learning has made call center management courses more accessible than ever. Contact Center Trends 2023. Who Should Take Call Center Management Courses? Who Should Take Call Center Management Courses? Top 7 Call Center Management Courses.

Call Center 147

Call Center Management Benchmark Contact Center 147

Fonolo

AUGUST 24, 2021

Employees, especially call center agents, spend a significant portion of their lives at work. Your call center or contact center environment plays a big role in how engaged your agents are in their day-to-day work. How to Foster Agent Engagement in a Hybrid Contact Center. What is a healthy work environment?

Call Center 148

Call Center Morale Best practices Contact Center 148

Callminer

NOVEMBER 9, 2020

Call center fraud is no laughing matter. Fraud is not only on the rise in call centers generally (jumping by 350% between 2013 and 2019 ), but the spread of fraud in the midst of the COVID-19 pandemic means businesses and consumers alike must be more mindful than ever. Use information only the caller and agent would know.

Call Center 345

Call Center Banking Contact Center Accountability 345

TeleDirect

JANUARY 23, 2025

Call Center Solutions for Reducing No-Shows and Missed Appointments No-shows and missed appointments are among the most significant challenges faced by healthcare providers, costing billions annually in lost revenue and disrupting practice schedules. How Call Centers Reduce No-Shows 1.

call center solutions 62

call center solutions Call Center Healthcare Transportation 62

Blueship Call Center

JANUARY 8, 2025

Many businesses worldwide are turning to Call Center Services in India to manage their customer support needs effectively. This blog post explores why Call Center Services in India have become a preferred choice for businesses seeking reliable, efficient, and cost-effective customer support solutions.

Call Center 40

Call Center Customer Support Technical Support Education 40

Outsource Consultants

NOVEMBER 9, 2020

Selecting markets on the rise allows call center leaders to maximize the ROI of their outsourced call centers. Choosing the right call center partner and location helps lower costs, increase capacity, and focus on core objectives, like customer service. . Three Emerging Call Center Markets to Watch.

Call Center 119

Call Center Marketing outsourcing Transportation 119

CX Global Media

DECEMBER 4, 2018

The question came to me after I heard the answer from Penny Reynolds, a long-time and award-winning contact center trainer, during her web training seminar titled: How Do Your Call Center Supervisors Measure Up? There is one thing contact centers can do to deliver big agent training ROI. – Click to Tweet.

Contact Center 240

Contact Center Coaching Strategic Value Education 240

VirtualPBX

JUNE 12, 2024

Call centers are the frontline of customer service and support, handling vast amounts of sensitive information daily. Cybercriminals often aim to exploit vulnerabilities in call centers to gain access to valuable customer data, which can lead to severe financial and reputational damage.

Call Center 106

Call Center Contact Center Education Customer Service 106

Beyond Philosophy

OCTOBER 29, 2015

Then there is the heylululemon.com site (also called their feedback page) where they invite their Customers to make suggestions and submit ideas. There is the Guest Education Centre , where they answer all questions and concerns via email, live chat, or call center. They also do roundtable research at the store level.

Customer Experience 386

Customer Experience Brand ambassadors Consulting Consulting 386

Blueship Call Center

MARCH 24, 2025

Outbound Call Center Services offer a strategic advantage, enabling businesses to connect directly with their target audience, personalize interactions, and accelerate the sales cycle. Data-Driven Insights: Call centers track and analyze call data to identify trends, optimize strategies, and improve overall performance.

Call Center 40

Call Center outsourcing Upselling Sales 40

Outsource Consultants

JULY 7, 2022

As a result, the generously staffed call centers that were once indispensable are beginning to look like little more than an unnecessary cost requiring swift elimination. If immediate cost reduction is necessary, reducing call center staff is a fast and efficient way to achieve the goal.

Call Center 128

Call Center outsourcing Education Sales 128

aircall

AUGUST 29, 2022

There’s a reason business owners are obsessed with call center productivity. Should it be about the number of calls an agent takes in a day? There are a lot of factors to look into, but one thing’s for sure: The productivity of a call center plays a key role in its growth and competitiveness. .

Call Center 118

Call Center virtual call center call center software Self service 118

Outsource Consultants

JUNE 7, 2021

We’ve all asked the question: “When will I find the right call center partner?”. Truth is, there’s a huge difference between BPO providers that can technically offer what you’re looking for and the perfect call center that delivers exactly what you need. Take the Perfect Call Center Quiz.

Call Center 128

Call Center outsourcing Consulting Consulting 128

Expivia

MAY 28, 2021

One of the most important aspects of a successful call center is the leadership team. And call center management training is how you can ensure that your leadership team is up for the task. Many call center managers assume that because an associate did a great job on the phone they’ll be a good supervisor.

Call Center 98

Call Center Management Coaching Education 98

SharpenCX

DECEMBER 2, 2020

With financial losses of such scale on the line, the stakes have never been higher to deliver good customer service in your call center. But it’s also never been easier to find the information you need, implement the right tools, and make incremental improvements that drive real change in your call center.

Call Center 128

Call Center Customer Service Contact Center Metrics 128

SharpenCX

SEPTEMBER 8, 2021

To ensure your new call center employees get a good first impression of your team, we’ve put together an employee onboarding checklist for a smooth start. Back in college, I took a summer job that made me use Slack, email, a call center platform, and an internal documentation system simultaneously.

Call Center 128

Call Center Coaching Contact Center Feedback 128

ShepHyken

APRIL 12, 2019

For example, Macy’s hired 1,500 employees at customer service call centers and countless more for sales floors across the country, while Target doubled its team dedicated to in-store pickups and curbside services. Yet, seasonal hiring is not unique to retail during the holidays.

Customer Service 285

Customer Service Education Healthcare Customer centricity 285

Call Center Weekly

OCTOBER 13, 2017

By Sean Hawkins This is an exciting time to be in the contact center! The call center of old, is vastly different than today's contact center. Sadly, that stereotype often suggests the support staff is less educated, entry level, and unfriendly. Managing a call center is anything but easy.

Contact Center 100

Contact Center Education Call Center Government 100

Expivia

MARCH 18, 2021

Incredible customer service is the backbone of any call center. What exactly makes a call center agent good at customer service? Top 10 Customer Service Skills of the Best Call Center Agents. Every call center is different when it comes to the rules. Agents deal with customers every day.

Call Center 98

Call Center Customer Service Education Average Handle Time 98

Fonolo

SEPTEMBER 16, 2022

On a good day a call center can run a well-oiled machine, but call center shrinkage can derail the best-laid plans. . They might be on a break or in a meeting, and some have likely called in sick or arrived late. For example, staff training and team meetings help you inform and educate staff.

Call Center 87

Call Center Schedule adherence Benchmark Average Handle Time 87

NobelBiz

DECEMBER 19, 2023

Have you ever wondered how call centers manage the overwhelming number of customer calls, especially those tricky situations that require immediate attention? In this article, we’ll explore how technology can be a game-changer in managing call escalations, ensuring swift and satisfactory resolutions.

Call Center 105

Call Center Management Contact Center Wait times 105

CCNG

MARCH 23, 2022

?Those working in the call center industry find themselves in an interesting situation. Most organizations support customers in multiple generations, each with their own preferred way of obtaining assistance - from traditional voice calls, to chat, and even self service options.

CCNG 195

CCNG Call Center Education Self service 195