The Global Small Business Blog

AUGUST 4, 2022

©iStock/RomanBabakin In the case of New Jersey, USA, the New Jersey Business Action Center (NJBAC) is offering export assistance to small and mid-sized businesses in New Jersey through its NJ STEP program. Through the New Jersey State Trade Expansion Program (NJ STEP), which is funded in part through a grant from the U.S.

Administrative 206

Administrative 206

Redial

JUNE 28, 2023

In such a dynamic environment, where the job market and the customers are anything but static, call center executives and training leaders must recognize the importance of constantly preparing their teams. Call center teams need to be agile and adaptable to these changes.

Call Center 130

Call Center Jobbing Marketing Efficiency 130

Magellan Solutions

MAY 21, 2023

Importance Of Bilingual Answering Services For Businesses Bilingual answering services provide several business benefits, such as the following: Increased Customer Satisfaction Bilingual customer service enables your businesses to cater to a wider customer range who prefer to communicate in their native language.

Service 98

Service Call Center Customer Service BPO 98

IBM Services

DECEMBER 13, 2023

This way, organizations can ensure their customer base receives answers to their problems in the format they prefer. It has increasingly become an omnichannel discipline where every customer prefers to communicate on varying channels. Customer service is an integral part of the customer experience.

Customer Service 79

Customer Service Service Call Center Customer Support 79

Magellan Solutions

SEPTEMBER 14, 2023

75% of customers prefer contacting customer service via phone , according to a survey conducted by Zendesk. Inbound support services, such as inbound telemarketing and inbound call centers, serve as tools for improving client engagement. Maximizing customer engagement involves using a customer service support inbound call center.

Service 98

Service Call Center Customer Support Customer Service 98

Perficient Digital Transformation

APRIL 23, 2024

In October 2021 we started the training with 2 people to be certified in Twilio Flex, which is the platform for contact center implementation offered by Twilio and is where we currently had the greatest opportunity to deploy people to apply the knowledge learned during the training.

Flexibility 52

Flexibility Automation Collaborations Service 52

IBM Services

FEBRUARY 12, 2024

For example, McKinsey found that 50% of consumers reported they would switch brands if their preferred brand was unavailable due to shortages. As a result, brand loyalty was stronger and customer preferences changed less frequently. Brand loyalty, already on the wane, became even weaker due to the pandemic. Customer needs changed.

E-Commerce 100

E-Commerce Retail Manufacturing Analytics 100

Intugo

DECEMBER 21, 2023

When to Invest in a Customer Service Call Center? Have you ever wondered about the best moment to invest in a customer service call center for your business? As the business world continues to evolve, the decision to set up a dedicated call center becomes a crucial factor for success.

Call Center 59

Call Center Customer Service Service Right-Sizing 59

Intugo

FEBRUARY 28, 2024

Why Choose a BPO Call Center? In this journey, choosing a BPO (Business Process Outsourcing) call center emerges as a strategic move that can redefine competitiveness. Understanding BPO Call Centers BPO call centers specialize in handling various tasks, allowing businesses to streamline their core competencies.

Call Center 59

Call Center BPO Nearshoring Data Entry 59

Magellan Solutions

DECEMBER 4, 2023

The Essence of 24/7 Hotel Management 24/7 hotel management takes center stage, creating exceptional guest experiences. Personalized Guest Interactions At Magellan Solutions, every guest is unique and has different preferences. Let’s explore the significant impact of our 24/7 contact center integration. Read along!

Management 52

Management Analytics Service Customer Service 52

IBM Services

FEBRUARY 23, 2024

Today, people don’t just prefer instant communication; they expect it. Beyond the simplistic chat bubble of conversational AI lies a complex blend of technologies, with natural language processing (NLP) taking center stage. Conversational AI uses insights from past interactions to predict user needs and preferences.

Healthcare 103

Healthcare Customer Service Analytics E-Commerce 103

Intugo

MARCH 6, 2024

Setting Up Your Contact Center in Mexico Doubtedly, businesses aiming for superior customer service and cost-effectiveness often turn to countries with competitive wage rates to establish contact centers. When choosing where to set up such a center, Mexico stands out above other alternatives as the preferred global location.

Nearshoring 59

Nearshoring Customer Service Flexibility Offshoring 59

Redial

JUNE 14, 2023

This can be traced particularly in universities, cybersecurity area, and employment generation, especially within the manufacturing and call center industry, which has positioned Mexico as a preferred destination for businesses seeking IT solutions.

Marketing 100

Marketing Cybersecurity Call Center Manufacturing 100

Blue Ocean

APRIL 24, 2024

Below are 9 top questions for asking about ESG in your outsourced contact center RFP process. Environmental Sustainability In today’s landscape, many consumers are increasingly focused on aligning their buying choices with businesses that are committed to sustainability. Check for good practices like whistleblower protection policies.

Outsourcing 59

Outsourcing Right-Sizing Government Nearshoring 59

Redial

NOVEMBER 11, 2021

Today, most of the Sales Call Centers offer Inbound Call Center. Through an Inbound Call Center, support services are handled in real-time; inquiries are attended through multiple channels; This feature helps improve the customer experience through excellent service; allows the expansion of the customer base at a low cost.

Call Center 130

Call Center Nearshoring Human Resources Outsourcing 130

Intugo

APRIL 26, 2024

Understanding Outsourced Call Center Needs and Expectations Chiefly, central to any successful outsourced call center strategy is understanding the needs and expectations of your clientele. With your supervision, your staff will optimize call flows and minimize bottlenecks, ensuring streamlined operations for your business.

Outsourcing Operations 40

Outsourcing Operations Customer Service Call Center Outsourcing 40

Everest Group

DECEMBER 12, 2023

Discover the preferred offshore and nearshore destinations for establishing GBS centers in CPG/Retail organizations.

Nearshoring 52

Nearshoring Offshoring Retail Marketing 52

Worldwide Call Centers

MARCH 16, 2023

Four Ways to Effectively Scale Your Customer Support Call Centers While many companies are already focused on multichannel customer support, they often struggle to balance productivity, scaling, and maintaining a great customer experience. When your customers can find their own answers quickly and easily, everybody wins.

Customer Support 98

Customer Support Call Center Collaborations Automation 98

IBM Services

DECEMBER 15, 2023

As such, customer success requires customer support teams to interact with customers across call centers, text, social media and email. Organizations must dedicate the appropriate resources to each channel as dictated by their customers’ preferences.

Customer Service 73

Customer Service Service Call Center Customer Support 73

Perficient Digital Transformation

OCTOBER 31, 2022

With the rise of AI and our ability to collect increasingly more data about consumers, it’s important that we keep human-centered design at the forefront to improve engagement with consumers. Human-centered design is really about designing user experiences that meet the specific needs of your customer. Go beyond customer research.

Design 64

Design Research Analytics Accounting 64

Perficient Digital Transformation

OCTOBER 27, 2023

Additionally, for businesses content with their current CMS for e-commerce, the Composable Storefront integrates seamlessly with existing components When to Embrace This Strategy Ideal when you need to go to market quickly and would prefer an out-of-the-box solution that’s designed to integrate well with SAP Commerce Cloud.

E-Commerce 105

E-Commerce Time Savings Streamline Operations Flexibility 105

Worldwide Call Centers

AUGUST 15, 2023

Tunisian Call Centers have emerged as a prominent outsourcing destination over the past 10 years. Call centers in Tunisia have recently been attracting international businesses seeking cost-effective multilingual customer service solutions. This facilitates a deeper understanding of customer needs and preferences.

Outsourcing 52

Outsourcing Call Center Labor Costs Human Resources 52

Provana

OCTOBER 6, 2021

For the last few years, collection agencies have been using call center speech analytics to help reduce delinquencies, mitigate losses, and maximize their accounts receivable recovery. Having said that, only malleable speech analytics solutions that quickly evolve as per customer preferences lead to better collection yield.

Analytics 96

Analytics Call Center Regulations Accounting 96

Provana

OCTOBER 6, 2021

For the last few years, collection agencies have been using call center speech analytics to help reduce delinquencies, mitigate losses, and maximize their accounts receivable recovery. Having said that, only malleable speech analytics solutions that quickly evolve as per customer preferences lead to better collection yield.

Analytics 96

Analytics Call Center Regulations Accounting 96

Intugo

JANUARY 31, 2024

Captive Call Center Flexibility: Intugo doesn’t outsource your call center operation the traditional way—it manages it as a captive operation. This unique flexibility gives you the power to manage operations according to your preferences, allowing the opportunity to replicate the successes of your existing operations seamlessly.

Customer Service 59

Customer Service Outsourcing Call Center Service 59

Perficient Digital Transformation

FEBRUARY 23, 2024

At the heart of this philosophy lies a user-centric approach—one that places the preferences, abilities, and feedback of users at the forefront of the design process. Defining a User-Centric Approach Prioritizing User Experience A user-centric approach centers on understanding and prioritizing the experience of the end-users.

Design 52

Design Collaborations Efficiency 52

Magellan Solutions

NOVEMBER 7, 2023

Let’s explore the signs of when do you need to outsource a call center. Outsourcing to a call center not only helps them with software development and customer service but it assists them in becoming flexible in their operations, especially during product launches and updates where they experience a peak in inbound calls.

Call Center 52

Call Center Outsourcing Pharmaceuticals Out-Tasking 52

Simplr

DECEMBER 8, 2022

As of November 2022, the low-budget airline eliminated its call center in favor of a “digital-first” approach that puts human assistance on the backburner. CX must be viewed as a revenue generator vs. cost center. Frontier closing its call center isn’t surprising since call centers are the costliest CX channel to operate.

Call Center 98

Call Center Customer Service Research Efficiency 98

Intugo

JANUARY 12, 2024

Call Center BPO: Intugo’s Nearshore Advantage What if you could revolutionize your call center operations, not by mere outsourcing, but by crafting your own nearshore hub in Mexico? Continue reading to explore the nearshore advantage and discover how Intugo is reshaping the way businesses manage their call center operations.

Call Center 52

Call Center Nearshoring BPO Outsourcing 52

Go4Customer

SEPTEMBER 24, 2021

To manage customer relationships with the brand, the organizations are implementing inbound and outbound call centers to deliver the satisfactory resolution to the customer over the preferred me.

Call Center 95

Call Center Outsourcing Service Management 95

Magellan Solutions

SEPTEMBER 27, 2021

Invoca, a call intelligence service, published a research in 2016 that found that 65 percent of the 50 million calls they studied had customers preferring to contact a business rather than dealing with online web forms, web chat, and email. More than 25 million still prefer phone services. The truth is, there are cheap call centers.

Call Center 97

Call Center Service BPO Outsourcing 97

Go4Customer

SEPTEMBER 24, 2021

Inbound call centers are highly accountable for bringing the business to an organization, which mostly revolves around delivering resolutions to the customer?s s query over the preferred medium of communication. With changing times, several encounters of digitalization have come into the broad light.

Call Center 78

Call Center Service Management Accounting 78

Magellan Solutions

MARCH 5, 2023

Call centers crowd the metropolitan, creating jobs for millions of Filipinos. The influx of BPOs increases yearly, extending from large contact centers to home-based BPOs. What Is a Shared Service Center? Shared service centers are independent business units of processes, technologies, and people.

Shared Services 98

Shared Services Service BPO Business Process Outsourcing 98

IBM Services

JANUARY 19, 2024

Organizations can personalize their marketing by targeting customers where they prefer to be reached with unique messaging relevant to them. One hotel guest may prefer a perk of a free massage, while another may prefer that they get their first drink free at the hotel bar. Or personalization can occur on the product-level.

Design 91

Design Customer Service Service Marketing 91

IBM Services

JANUARY 24, 2024

There are times, though, when organizations prefer to keep certain applications and data in their own data center—security and compliance requirements or control of sensitive data for example. Migrating to the cloud versus a data center refresh is a complex decision.

Flexibility 65

Flexibility Efficiency Software Reduced Costs 65

Everest Group

APRIL 9, 2024

They prefer to move select work to vendors, use build, operate, transfer (BOT) setups more frequently, and directly engage vendors/outsourcing providers for various transformation, consulting, and staff augmentation needs. Everest Group research shows that GBS is increasingly embracing hybrid models. in the last five to seven years.

Global Business Services 72

Global Business Services Outsourcing Service BPO 72

Everest Group

FEBRUARY 13, 2024

They will discuss the model’s remarkable resilience, its rising preference, and the shifting conversations from a value-first to an outcomes-centric approach. However, with increased capabilities come increased responsibilities. Join our GBS experts for an insightful webinar examining what lies ahead for the GBS model.

Global Business Services 52

Global Business Services Shared Services BPO Sourcing 52