Call Center vs. Contact Center: Exploring 6 Key Differences
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 and a contact center and […]
Top 10 BPO Call Center KPIs to Drive Better Performance
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, resulting in the advent of […]
Inbound vs. Outbound Call Centers: Definition and Key Differences
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 outbound calls require the skills […]
Outbound Calls and Call Centers: Definitions, Types, and Tips for Successful Outbound Calling
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 express your disinterest, the caller […]
All You Need to Know About Inbound Calls and Inbound Call Centers
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 initiate the call as a […]
All You Need to Know about Call Centers
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 can cost you customers. Over […]
What is BPO? BPO Meaning, Benefits, and Importance
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 would be unable to be […]
2024 BPM Trends: Charting a Course for Business Transformation
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) is the guiding North Star, […]
Customer Service Technology: Digital Innovations that Will Reshape Customer Service in 2024
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 of interactions all over the […]
BPO Trends Shaping the Future of Call Centers in 2024
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, primarily by leveraging technology to […]