Share A customer has called reporting an issue with turning on their newly purchased laptop.  Agent A listens to their problem, asks a few troubleshooting questions, and then guides them on how to reset and start their laptop.  Agent B also listens to their issue and provides step-by-step instructions on

Share Gone are the days when visiting a bank was a significant event, requiring you to wait in long queues and deal with paperwork. The world of banking has undergone a dramatic transformation. Today, with a few taps on a smartphone, we can transfer funds, pay bills, and even apply

Share Effective human capital management is pivotal to organizational success. HR departments have evolved from mere administrative functions to strategic business partners, influencing everything from employee engagement to organizational performance. However, the increasing complexity of HR demands can divert resources away from core business operations.  To maintain focus on strategic

Share Modern life revolves around convenience. From on-demand entertainment to seamless online shopping, we expect experiences to be effortless. This extends to customer service interactions as well. Gone are the days of lengthy hold times and frustrating navigation through menus just to get a simple question answered.  In this era

Share A customer’s journey often starts with a phone call.  Interactive Voice Response (IVR) systems have long been the gatekeepers of these journeys, greeting callers and directing them through menus of options.  However, the traditional IVR experience can be a frustrating maze, leaving customers feeling lost and unheard. But the

Share Consider this scenario – there’s a long queue of calls that just keeps growing. On top of it, each interaction in the queue necessitates juggling multiple applications to access customer data, product details, and internal resources. This cumbersome process translates to extended hold times, frustrated callers, and ultimately, a

Share Stuck in an endless loop of recruitment paperwork? Tangled in the ever-changing web of employment laws and regulations? Constantly fielding employee relations questions?   If this sounds like your average workday, you’re not alone. HR professionals are often stretched thin, juggling a multitude of critical tasks while regulations and best

Share Numerous metrics compete for your attention in the daily hustle of call center management. But what is that metric that simultaneously reveals customer frustration and potential resource strain within your call center?    The answer lies in a crucial indicator known as call abandonment rate. This call center KPI signifies

Share As a call center agent, cold calls are a regular part of your day and they can sometimes be nerve-wracking. The prevalent myth suggests that cold calling is an unwelcome intrusion on a prospect’s time, destined for immediate rejection. However, the reality is far more positive. A surprising 82%

Share Are you struggling to find the right talent quickly and efficiently? If so, you’re not alone. A recent survey found that 76% of hiring managers report attracting suitable candidates as their biggest recruitment challenge. Consider the scenario of an HR team being asked to fill critical positions in a

Share Customer service is a constant dance between efficiency and personalization. As a business, you may face a relentless stream of inquiries across multiple channels – emails piling up in your inboxes, social media platforms buzzing with questions, and phone lines lighting up with incoming calls. To manage this barrage

Share A single phone call can make or break your company’s reputation. It has the power to leave a lasting impression, shaping a customer’s entire perception of your brand. Loyalty is hard-earned and easily lost in this competitive landscape. So, understanding how your customers feel has become more important than

Share Call centers are the heart of customer service operations. They’re the first line of contact for countless inquiries, complaints, and requests.  In an era where customer experience reigns supreme, skilled call center agents play a critical role in building positive experiences.  These agents are the bridge between your company

Share You finally reach a customer service agent after navigating an automated menu that felt more like a maze. Relief washes over you, only to be replaced by a sinking feeling as the agent sighs and greets you with a monotone “How can I help you today?” Such customer service

Share Let’s face it, we’ve all been there. You call customer service, frustration simmering with every passing minute on hold. Finally, you connect with an agent. But as the conversation unfolds, you sense a rush to get you off the line, leaving your issue only partially addressed.  This scenario highlights

Share Imagine this: A customer encounters an error while trying to complete a financial transaction on a banking website. Or they are in a rush to catch a flight and just realized that there’s a mistake on the ticket. In both these scenarios, the customers are frustrated and pressed for

Share Call centers are often at the frontlines of customer service. Given their pivotal role in customer service, call centers must remain vigilant in identifying and resolving common challenges. Even top-performing call centers encounter obstacles that can hinder their service quality. Call centers and contact center environments can be stressful,

Share Customer satisfaction holds the key to success in this realm of modern business. Whether you’re a corporate giant or a local establishment, your customers compare your service against the best in the business. A staggering 64 percent, as revealed by the Verint CX Survey, are willing to switch to

Share As customer service takes the spotlight, call centers have emerged as indispensable pillars of support. The Zendesk Customer Experience Trends Report 2023 noted a significant increase of 73% in customer service requests in the past year. In response to this escalating demand, effective call center management is crucial. While

Share Strategic work in HR is like a compass, guiding the department and the entire enterprise in the direction of growth. You need to tune your strategic compass to ensure that you stay in the right direction and not wander off or lose focus on your objectives. But here’s the

Share Consider a typical day at a call center. 30 agents are deployed to handle an average of 50 calls each. However, the agents find themselves inundated with an additional 20 calls per person. How can you manage this sudden surge in calls without compromising customer experience? This scenario encapsulates

Share Do you need a call center or contact center for your business?  Call centers and contact centers are often used interchangeably, but they are not the same.  There are key differences that you should know before diving into your customer service strategy. Understanding the difference between a call center

Share What gets measured gets improved.  The practice of measuring and tracking performance is not new. From the ancient Chinese Wei Dynasty’s royal performance assessments to Robert Owen’s pioneering techniques in 19th-century Scottish cotton mills, it has deep historical roots. Over time, this concept evolved alongside accounting and management practices,

Share Meaningful customer communication lies at the heart of creating customer relationships. Recognizing this fundamental principle, call centers play a pivotal role in facilitating these interactions. Depending on the type of calls, agents at a call center must adapt their approach accordingly. Handling incoming calls demands empathy and understanding, whereas

Share Picture this scenario: You are in the middle of focused work but it is disrupted with a phone call. You pick up your phone and an unfamiliar voice launches into a rehearsed script, attempting to sell you a product or service you have little interest in. Even after you

Share Imagine you have ordered the latest smartphone from an online retailer. When you unbox and start the phone, you discover a technical glitch in the phone’s functioning. Your first course of action in this scenario is to contact the customer service hotline provided by the phone manufacturer. When you

Share Call centers are often at the frontlines of a business – interacting with customers and shaping the brand image of the company. When you provide great customer service that gets people talking, customers are more likely to recommend your business.  On the other hand, even one negative service experience

Share Let’s rewind to the turn of the century – the year 2000. As it marked the beginning of a new millennium, people were filled with excitement and anticipation. But soon the excitement was replaced with anxiety because of the Y2K bug. Many experts were panicking because the computer systems

Share Change is the only constant in modern business and organizations always find themselves navigating a dynamic sea of challenges and opportunities. Much like the ebb and flow of tides, enterprises strive to maintain a sense of order and direction amid the state of perpetual flux. Business Process Management (BPM)

Share In the history of customer service, the journey from ancient papyrus scrolls to the present era of smartphones has been nothing short of remarkable. Our methods of connecting with customers have evolved alongside the relentless march of technological progress, transforming the landscape of customer service into an intricate web

Share While 2023 saw businesses grappling with global economic challenges, the BPO sector demonstrated growth and resiliency. There was a surge in call volume related to financial concerns and service disruptions as people sought assistance with issues on account management, billing, and more. The BPO sector rose to the occasion,

Share As we approach the end of the year, it’s time to reflect on what shaped our workplaces and plan for what lies ahead. The headlines have been filled with stories of significant layoffs, especially in the tech world, leaving employees feeling uncertain about their work environments. Another prevalent theme

Share From ancient customer complaints etched on clay tablets to the personalized support services available today, customer service has taken a long and arduous journey. Despite the technological leaps and shifts in communication channels, the essence of excellent customer service remains the same – empathy and an unwavering commitment to

Share Human Resources is a crucial component of any organization, responsible for managing the most valuable asset – its people. The evolving nature of work, coupled with technological advancements and global connectivity, has sparked a profound discussion on the right approach to handling human resource functions. This debate revolves around

Share The day of an in-house HR manager at an SMB is a relentless cycle of multitasking and firefighting. Mornings kick off with a barrage of emails, followed by the constant stream of employee inquiries, payroll processing, and compliance documentation. Recruitment efforts demand attention, interviews, and the tedious task of

Share The healthcare industry is in the midst of a major transformation. Patients are no longer content with merely receiving passive care; they now expect a higher level of engagement and personalized services from their healthcare providers. In the past, patients would have received standard treatment plans and periodic check-ups.

Share In the not-so-distant past, a visit to a bank involved long lines, mountains of paperwork, and limited options for managing your finances. Today, the banking landscape has undergone a remarkable transformation, thanks to technology and evolving customer expectations. The comparison between the banking experience of yesteryears and the modern

Share As we approach COP28, the pursuit of sustainability and transition to a net-zero enterprise is slowly taking precedence for enterprises all over the world. They are trying to achieve a balance between minimizing their environmental impact and maximizing efficiency. Organizations are actively investing in tools and technologies that will

Share Manufacturers face constant pressure to adapt to changing market conditions, meet customer demands, and comply with evolving regulatory requirements. To thrive in this dynamic environment, manufacturing companies need to be agile, responsive, and efficient. They need to explore innovative strategies to enhance their operations and foster sustainable growth. Embracing

Share Changing societal values, shifting workforce demographics, and technological advances have transformed the world of work. Navigating this changing landscape of work is no small feat, particularly when attracting and retaining top talent. While attracting the best minds is just the beginning, the challenge also extends to retaining them. A

Share The dawn of the digital age has ushered in the powerful concept of Personalization. Customers today expect businesses to design personalized experiences for them. A PwC survey revealed that 82% of consumers are willing to share some type of personal data for a better customer experience. But they don’t

Share We have entered a new age in the world of Artificial Intelligence. Until now, machines weren’t able to demonstrate behavior that is indistinguishable from humans. But the emergence of AI has been a game changer in this space. The Gen AI models are capable of creating original content along

Share In today’s globalized business environment, managing distributed teams has become a crucial aspect of Business Process Management (BPM). As companies increasingly rely on outsourcing and remote workforces, the need for effective collaboration, communication, and alignment among distributed teams has become more critical than ever. This article explores best practices

Share In the competitive world of business, organizations must constantly strive to differentiate themselves and provide exceptional value to their customers. One way to achieve this is by adopting a customer-centric approach to process improvement, which focuses on understanding and addressing the needs of the end-user. By prioritizing the customer

Share Business Process Management (BPM) companies face the challenge of choosing the most suitable location strategy for their outsourcing needs. Nearshoring and offshoring are two popular options, each with its own set of advantages and disadvantages. In this article, we will delve deeper into the pros and cons of nearshoring

Share In the fast-paced, technology-driven world of information technology and business process management (IT-BPM), global organizations continuously seek the perfect geographical locations for their operations. Navigating this dynamic landscape requires a keen understanding of the global workforce, technological advancements, and geopolitical influences. Among the potential destinations, one country has persistently

Share In the rapidly evolving business landscape, risk management and regulatory compliance are not merely check-box exercises; they are fundamental pillars that uphold the integrity, profitability, and sustainability of every organization. An unexpected but powerful ally in this critical endeavor is Business Process Management (BPM). Through BPM, organizations can leverage

Share We understand the profound impact that uncertainty can have on organizations, and how the future often unfolds in ways we could never have predicted. The world we live in is constantly evolving, driven by rapid technological advancements, shifting consumer preferences, and geopolitical changes. In this complex and dynamic landscape,

Share In today’s competitive business landscape, organizations must prioritize customer experience to differentiate themselves and foster customer loyalty. Business Process Management (BPM) and customer journey mapping are two powerful tools that can help organizations achieve this goal. In this article, we will explore how organizations can use BPM in conjunction

Share In the heart of the whirlwind of change, the Business Process Management (BPM) industry stands, embracing and thriving amidst shifting landscapes. This sector, like a phoenix, continues to transform itself, giving birth to new job roles and tailoring skill requirements to the rhythm of the digital age. The fluctuations

Share In today’s competitive business landscape, customer feedback plays a crucial role in driving continuous improvement in customer service processes. Business Process Management (BPM) is a powerful tool that can help organizations manage customer feedback effectively and use it to enhance their customer service processes. In this article, we will

Share In today’s fast-paced business environment, organizations are constantly seeking ways to improve project management, increase collaboration, and enhance flexibility. Two methodologies that have gained significant traction in recent years are Business process management (BPM) and Agile. While BPM focuses on optimizing and streamlining business processes, Agile emphasizes iterative and

Share In the ever-evolving corporate landscape, business process management (BPM) has emerged as an essential linchpin to address two pressing issues: high employee turnover rates and the adaptation to shifting return-to-office policies. As the global economy navigates the waves of a post-pandemic era, these challenges demand innovative solutions. This article

Share The twenty-first century has been marked by an exponential rise in the volume, velocity, and variety of data generated by businesses. This upsurge, coupled with the advancements in technology, has transformed the way companies operate, making data analytics the linchpin of process optimization. By harnessing the power of data

Share Business Process Management (BPM) technology is a combination of digital tools and solutions that help business enterprises achieve agility through process management, automation, and optimization. Its main purpose is to help businesses adapt to rapidly evolving business and technology landscapes through the continuous improvement of business processes. BPM technology

Share Business Process Management (BPM) has long been a popular approach for streamlining and optimizing business processes. However, as organizations face increasingly complex and unpredictable tasks, Adaptive Case Management (ACM) is emerging as a complementary approach to traditional business process management. This article explores the growing importance of ACM in

Share Business Process Management (BPM) is a comprehensive approach that focuses on the optimization and improvement of an organization’s business processes to enhance efficiency, productivity, and overall performance.  According to Fortune Business Insights, the BPM market is expected to increase at a CAGR of 12% during 2021-28. Moreover, according to

Share Improvement is indispensable for any product, service or infrastructure. While most businesses understand that, how often are improvement measures undertaken?  Say you run a business. You have realized that your business processes can perform better with a few adjustments here and there. In lieu of that, you have implemented

Share The synergy between Business Process Management (BPM) and the Internet of Things (IoT) represents a powerful combination that holds significant potential for businesses in the modern digital landscape. BPM focuses on optimizing and improving organizational processes, while IoT revolves around connecting and harnessing data from a vast network of

Share Business Process Management (BPM) is no longer a luxury that only large corporations can afford. In today’s fast-paced and competitive business environment, small and medium-sized enterprises (SMEs) must also embrace BPM to remain agile, streamline operations, and maximize efficiency. However, implementing BPM for SMEs requires a unique approach, as

Share Over the past few years, the insurance industry has experienced an influx of opportunities. However, they are not free from consequences. In the face of post-pandemic fervour, most businesses turned to technology for navigating emerging physical limitations. What arose was a connected insurance infrastructure, backed by AI-enabled claims processing

Share In today’s highly competitive business environment, organizations are constantly seeking ways to improve their processes to gain a competitive edge. One area that is often overlooked, but crucial for long-term success, is the employee experience. Business Process Management (BPM) can play a significant role in enhancing the employee experience

Share As a Business Process Management (BPM) industry leader, we recognize the transformative power of automation in driving efficiency, reducing costs, and enhancing competitiveness. However, the true potential of BPM initiatives can only be realized when organizations strike the right balance between automation and human interaction. This article delves into

Share In an increasingly uncertain world, businesses face an array of unforeseen challenges and crises that can significantly impact their operations. From natural disasters to global pandemics, economic downturns to cybersecurity breaches, organizations need to be agile and resilient in order to navigate through turbulent times. Business Process Management (BPM)

Share The business process management (BPM) industry is experiencing a seismic shift, driven by the potent force of data analytics. As organizations seek to optimize their processes and achieve strategic goals, advanced analytics and data visualization tools are radically altering the way BPM professionals make data-driven decisions. In this article,

Share Once upon a time, in the bustling world of Business Process Management (BPM), there was a hidden gem called process mining. Over the years, this gem has become increasingly important as companies seek to optimize their processes and identify areas for improvement. This powerful and insightful technique is gaining

Share Once upon a time, companies and organizations relied heavily on human labor and manual processes to manage their operations. As technology evolved, many business leaders began to see the potential of automation to increase efficiency, reduce costs, and improve their bottom line. Today, we are entering a new era

Share In an era marked by rapid technological advancements, the Business Process Management (BPM) industry has experienced a significant transformation. The advent of cutting-edge technologies, such as artificial intelligence, robotic process automation, and data analytics, has redefined the BPM landscape. To remain competitive and spearhead innovation, BPM companies must not

Share The Business Process Management (BPM) industry has long been recognized for its ability to adapt and evolve, particularly in the face of new challenges and opportunities. With the rapid rise of globalization and shifting geopolitical landscapes, the BPM industry now finds itself at a critical juncture where it must

Share As BPM professionals, you are constantly seeking innovative approaches to improve your business processes, increase efficiency, and enhance customer satisfaction. One emerging trend that is gaining momentum in the business world is the combination of design thinking and business process management (BPM). This unique combination creates more user-friendly processes

Share In an era of rapidly evolving technology and digitization, the call center and Business Process Outsourcing (BPO) industries have become indispensable partners for businesses worldwide. As someone who has been working in the BPM industry for over 2 decades, I aim to shed light on the unique opportunities and

Share In today’s fast-paced business landscape, providing a positive customer experience has become a critical component of any successful business strategy. PwC reports that 73% of consumers consider their experience with a brand to significantly shape their purchasing decisions. Despite the clear correlation between the two, many businesses overlook the

Share In today’s business landscape, optimization is the key to success. Business process management (BPM) has emerged as a powerful tool to help businesses optimize their processes. There are two main types of BPM: predictive and prescriptive, based on predictive analytics and prescriptive analytics, respectively. Predictive BPM uses historical data

Share “Skill” and “cost” – a need for which sparked what is now understood to be the genesis of outsourcing as a business strategy. The 1980s-90s of the business world witnessed many competitive benefits soon thereafter. However, there was a common consensus that core competencies should be handled on the

Share As workflows grow complex, businesses need a comprehensive end-to-end solution that can easily streamline processes to get optimum results. The objective of a modern business process management system (BPMS) is just that. In fact, Forrester’s research with their clients employing BPM shows that BPM projects increase productivity by 30-50%. A comprehensive BPMS comprises various BPM

Share Since banking and finance industry is shifting its approach from conventional to digital, various organizations have been going through multiple challenges, such as making the transformation smoother, managing risks, saving costs, and more. What if your organization’s day-to-day functions get outsourced and processed in a better way?  Availing of

Share Automation is the democratizer of BPM industry. Business Process Management (BPM), blended with a cutting-edge automation technology, plays a significant role in ensuring companies open the doors for much larger audience that can avail their products and services.   Digitalization can bring significant benefits to the BPM industry by improving

Share With the surge in customer demands, there is an urge to fulfill customer satisfaction during holidays. By bringing a stellar back office support to your organization, you can satisfy customer needs by at least 50%. Moreover, in order to get firm assistance for your day-to-day business operations, you need

Share There is a consistent, noticeable shift in the customer expectations of B2B enterprises. This has empowered B2B companies to offer personalized and tech-oriented solutions. Since the holiday season is on a roll, implementing a solid omnichannel strategy will retain an average of 82% of their clients. Moreover, the companies would