Perficient Digital Transformation

APRIL 18, 2022

As we continue to develop and customize our software to your needs, we will post blogs with new features and processes we have added, changed, or fixed. With this out-of-the-box integration, customers can text message with self-service contact flows and connect with agents if they require additional assistance. But this is not all!

Administrative 69

Administrative Flexibility Sales Managed Services 69

IBM Services

APRIL 25, 2024

Business process reengineering (BPR) is the radical redesign of core business processes to achieve dramatic improvements in performance, efficiency and effectiveness. This blog outlines some BPR examples that benefit from a BPM methodology.

Supply Chain Management 60

Supply Chain Management Finance Human Resources Robotics Process Automation 60

Perficient Digital Transformation

JULY 25, 2022

As we continue to develop and customize our software to your needs, we will post blogs with new features and processes we have added, changed, or fixed. This new addition to our ever-growing list of channels brings agents the seamless experience of handling email interactions directly from the PACE Agent Console. Learn More.

Out-Tasking 64

Out-Tasking Flexibility Managed Services Software 64

Perficient Digital Transformation

MAY 31, 2022

As we continue to develop and customize our software to your needs, we will post blogs with new features and processes we have added, changed, or fixed. Administrators can now create tailored permissions that map to typical roles in a contact center. Lastly, we enhanced some of the Contact Center Overview Dashboard metrics.

Administrative 69

Administrative Out-Tasking Flexibility Managed Services 69

Balbelforce

JUNE 9, 2022

We’ll also provide tips about how you can implement this approach in your contact center. In this blog: • What is customer centricity? How can contact centers become more customer-centric? How can contact centers become more customer-centric? Call centers are the front line of the customer experience.

Call Center 52

Call Center Sales Automation Management 52

IBM Services

FEBRUARY 23, 2024

Beyond the simplistic chat bubble of conversational AI lies a complex blend of technologies, with natural language processing (NLP) taking center stage. This class of AI-based tools, including chatbots and virtual assistants, enables seamless, human-like and personalized exchanges.

Healthcare 102

Healthcare Customer Service Analytics E-Commerce 102

Blue Ocean

OCTOBER 23, 2023

(This is updated version of our most popular blogs: 52 RFP Questions (2013), 51 RFP Questions (2016), 60 RFP Questions (2020)) Every few years we update our recommended list of contact center RFP Questions. How many physical centers do you operate? What is unique about your agent training regimen? For remote training?

Right-Sizing 59

Right-Sizing Outsourcing Management Marketing 59

Blue Ocean

MARCH 13, 2023

Talk of ChatGPT is everywhere from your LinkedIn feed to the evening news to, yes, this blog. Like most people in the customer care sector, we are diving deep into where ChatGPT fits, or might fit, into the contact center world. But with ChatGPT in the spotlight, we wanted to bring you a deeper dive into AI in the contact center.

Out-Tasking 52

Out-Tasking Customer Service Automation Call Center 52

Premier BPO

OCTOBER 12, 2022

When the focus is on CX, the best first line is the agent handling the customer. Understanding the consumer mindset will lead to improving performance, especially regarding speed and omnichannel service. Improving First Call Resolution (FCR) with trained agents. ROI of a Call Center – Bill Gosling Outsourcing.

Co-Sourcing 52

Co-Sourcing BPO Call Center Outsourcing 52

IBM Services

DECEMBER 5, 2023

Customer service, sometimes called customer care or customer support, relates to the activities organizations take to ensure their customers’ needs are being met. Doing so requires combining customization with organization-wide rules for how to respond to customer issues, creating the best mix of personalization and scalability.

Customer Service 66

Customer Service Service Customer Support Call Center 66

Perficient Digital Transformation

APRIL 14, 2023

In our first blog in this series, ‘ Product-Driven vs Project-Driven: What’s the Difference? ’ Establishing key performance indicators (KPIs) is one way to ensure that the organization is on the right track to achieving its goals. This helps everyone to be aligned with the same objectives and work together to achieve them.

Collaborations 64

Collaborations Call Center Analytics Management 64

Mattsen Kumar

MAY 7, 2024

Inbound Call Center Metrics to Measure for Better Customer Service Inbound call center employees are front liners and the flagbearers of every organization. Any customer that decides to call up an organization is either very stressed with a service or is in urgent need of quality information.

Call Center 52

Call Center E-Commerce Customer Service Regulations 52

Pure Moderation

MAY 19, 2022

You need to carefully weigh the pros and cons, especially when an outsourced company could be directly interacting with your potential customers, handling customer service calls, etc. Outsourcing customer service entails hiring a third party company to provide your support services for you.

Customer Service 52

Customer Service Outsourcing Service Customer Support 52

Pure Moderation

OCTOBER 4, 2021

Dealing with customers’ questions about a product’s set-up, performance and functionality, or handling any problems they might have after the sale has been made, can sometimes be seen as mundane. Customer Support Representatives/agents. What is outsourced customer support? Advantages of outsourcing customer support. Recruiter.

Customer Support 52

Customer Support Outsourcing Customer Service Call Center 52

Premier BPO

AUGUST 3, 2021

A shared team model can also be called a project-based team /model or a team expansion model , where the resources assigned for your company tasks are also handling similar work functions for other companies. Inbound / Outbound calls in Contact Center ) or dependent upon seasonal shifts (peak months of the year).

BPO 52

BPO Right-Sizing Outsourcing Out-Tasking 52

31 West

MAY 13, 2024

Zoho: A Quick Glance Businesses in the growing stage are under increased pressure to run their advertising and marketing campaigns while maintaining excellent customer service. Zoho is scalable, cloud-based CRM software designed for small, mid-sized, and large companies that want to manage their sales and marketing.

Sales 130

Sales Inventory Management Analytics Automation 130

Premier BPO

AUGUST 19, 2021

The practice of contracting out or delegating to an external or third-party company for resources or services to perform your internal day-to-day company functions. E.g. IT Support, Customer Care, Contact Center, Accounting, etc. Call Center. Contact Center Terminology. Outsourcing. Build, Operate, Transfer (BOT).

BPO 52

BPO Outsourcing Offshoring Call Center 52

IBM Services

JANUARY 29, 2024

A recent analysis from the IBM Institute for Business Value asked company executives “[…] how they use data to create performance baselines and to understand how applying technologies—for example, cloud, AI, generative AI—might materially improve performance in the parts of the business that generate income.”

E-Commerce 72

E-Commerce Retail Banking Supply Chain Management 72

Influx

NOVEMBER 18, 2022

In this blog we’ll explain what a help desk is, why it is important, how you can find the right help desk for you, and more! In this blog we’ll explain what a help desk is, why it is important, how you can find the right help desk for you, and more! . Customer support center. IT solutions center. IT response center.

Software 52

Software Right-Sizing Customer Support Out-Tasking 52

VXI

NOVEMBER 11, 2021

The rising cost of employment has driven businesses to seek cost-effective BPO and call center outsourcing provider solutions. According to a Capstone Partners study , mergers and acquisitions activity in the BPO & Contact Centers industry exhibited resilience through the pandemic with 27 deals announced or closed in 2020.

BPO 94

BPO Call Center Business Process Outsourcing Outsourcing 94

VXI

NOVEMBER 11, 2021

The rising cost of employment has driven businesses to seek cost-effective BPO and call center outsourcing provider solutions. According to a Capstone Partners study , mergers and acquisitions activity in the BPO & Contact Centers industry exhibited resilience through the pandemic with 27 deals announced or closed in 2020.

BPO 90

BPO Call Center Business Process Outsourcing Outsourcing 90