Blue Ocean

JANUARY 30, 2024

So, you’ve been handed responsibility for investigating the benefits of potentially outsourcing your company’s customer service for the first time. What math should go into the business case around call center outsourcing costs? (Or In an outsourced customer care model, you may choose to operate on a transactional or per minute basis.

Contact Center Outsourcing 98

Contact Center Outsourcing Outsourcing Call Center Customer Service 98

31 West

FEBRUARY 23, 2023

Contact centers are usually the intermediary between companies and their customers. Their main purpose is to help customers interact with products and services, provide useful information, and assist in sales or technical issues (among others). Best Practices for Customers 1.

Call Center 130

Call Center Customer Service Research Out-Tasking 130

Magellan Solutions

FEBRUARY 14, 2024

In recent years, the US healthcare industry has significantly increased its reliance on healthcare call center outsourcing companies to enhance patient care and operational efficiency. Healthcare organizations can hand off their growing call center needs and redirect resources toward core clinical care. This raises satisfaction.

Call Center 98

Call Center Healthcare Outsourcing Insurance 98

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

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. So how do you ensure a good experience for your customer without taking too long to respond?

Customer Support 98

Customer Support Call Center Collaborations Automation 98

Intugo

MARCH 10, 2023

Contact Centers in Mexico Provide a Competitive Advantage Over the last several decades, contact centers in Mexico have become synonymous with excellence. This is not surprising, considering the efforts in Mexico by contact center professionals, the industry as a whole, and some support provided by governmental entities.

Nearshoring 98

Nearshoring Human Resources Outsourcing Offshoring 98

31 West

FEBRUARY 3, 2023

Customer service software lets you streamline service desk operations and deliver consistent and quality service. You can work with an internal support team or an outsourcing IT service desk provider ; these solutions can help you get the best out of your teams while creating a positive customer experience.

Customer Support 130

Customer Support Software Administrative Automation 130

Blue Ocean

APRIL 24, 2024

This holds especially true in the world of outsourced customer service, where your vendor is literally representing your brand and your values. Practicing environmentally conscious efforts can help companies (and, yes, your vendors) improve operational efficiencies and costs. Here are a few governance-focused ESG RFP questions.

Outsourcing 59

Outsourcing Right-Sizing Government Nearshoring 59

Intugo

FEBRUARY 7, 2024

Unlocking Efficiency and Excellence: The Benefits of Outsourcing Customer Service to Mexico Prioritizing customer satisfaction, companies now consider outsourced customer service a necessity. This is especially beneficial for startups and small to medium-sized enterprises looking to save money on operations.

Customer Service 45

Customer Service Efficiency Outsourcing E-Commerce 45

Perficient Digital Transformation

JULY 25, 2022

Patient centric operations are top-of-mind in healthcare organizations (HCOs). Our payer client believed they could achieve this necessary improvement by assessing contact center agent knowledge. So, we partnered with the payor to identify actionable ways to drive greater operational value through its contact center.

Call Center 110

Call Center Healthcare Insurance Analytics 110

Worldwide Call Centers

MARCH 16, 2023

Whether via phone or online, you want your customers to get great 24/7 customer service. Unfortunately, your in-house call center has issues. Maybe it is time to think “outside of the box” and consider hiring one or more external customer service providers? Ready to consider outsourcing your call center operations?

Customer Support 98

Customer Support Outsourcing Call Center Professional Outsourcing 98

Magellan Solutions

FEBRUARY 26, 2024

Artificial intelligence (AI) in call centers can enable customer service professionals to focus on essential tasks, as 78% of them stated. The collaboration between AI and call centers is reshaping the customer service paradigm. It has led call centers to explore the benefits of AI.

Call Center 52

Call Center Customer Service Service Analytics 52

Everest Group

SEPTEMBER 14, 2023

South Africa has emerged as a stand-out destination for customer experience (CX) services. With the rapid global transformation and dynamic shifts in commerce shaped by cutting-edge strategies, one continent is emerging as a rising giant in the realm of customer CX services delivery – Africa.

Service 69

Service Impact Sourcing Contact Center Outsourcing Government 69

Blue Ocean

APRIL 16, 2024

Blue Ocean, a world-leader in customer care solutions, was awarded a Silver Stevie® Award in the “Contact Center Outsourcing Provider of the Year” category at the 18th annual Stevie Awards for Sales & Customer Service. This is Blue Ocean’s fourth Stevie Award. Another judge wrote, “Wow!

Contact Center Outsourcing 59

Contact Center Outsourcing Sales Customer Service Insurance 59

Everest Group

APRIL 11, 2024

After a turbulent past year, 2024 holds great promise for CXM outsourcing, with generative AI and other technologies poised to transform contact center operations. Several technological advancements are poised to catalyze growth and reshape contact center operations.

Outsourcing 59

Outsourcing Nearshoring Offshoring Efficiency 59

Worldwide Call Centers

MARCH 16, 2023

Keys to Effective Multilingual Customer Support Many businesses have gone international both in terms of outreach and operations. The global business environment has driven many companies to outsource customer support operations to meet customer demands – such as 24/7 service, great customer experience, and multilingual support.

Customer Support 98

Customer Support Call Center Customer Service Outsourcing 98

Magellan Solutions

SEPTEMBER 14, 2023

Consider incorporating support services as a solution! 75% of customers prefer contacting customer service via phone , according to a survey conducted by Zendesk. These findings highlight the importance of having a support service. Many companies are now turning to support services to enhance their customer interactions.

Service 98

Service Call Center Customer Support Customer Service 98

Magellan Solutions

APRIL 15, 2024

Most organizations worldwide are moving towards IT outsourcing in the digital era , viewing it as a strategic leaver towards increasing operational efficiency, optimizing costs, and gaining access to specialized skills. Ready to streamline operations and accelerate digital growth?

IT Outsourcing 52

IT Outsourcing Outsourcing BPO Project Outsourcing 52

Everest Group

APRIL 23, 2024

Additionally, service providers can get an overview addressing the unique requirements of first-time outsourcers. How can a service provider address the unique demands of first-time outsourcers? What questions will the webinar answer for the participants? What are the best practices for selecting the right outsourcing partner?

Outsourcing 52

Outsourcing Service Management 52

Magellan Solutions

JANUARY 29, 2024

Inception and Founding Vision: CEO Frederick Chua reflects, “In 2000, we envisioned setting up a call center with a mission – revolutionizing services tailored for the unsung heroes, the SMEs, who make up 80% to 90% of the economy.” based call center. Then, set up a physical call center in the Philippines.

BPO 98

BPO Call Center Business Process Outsourcing Outsourcing 98

Magellan Solutions

MARCH 5, 2023

Call centers crowd the metropolitan, creating jobs for millions of Filipinos. Filipinos have earned a spot for providing excellent BPO services. No wonder western countries like the United States and Australia chose to outsource customer services and technical support to them. What Is a Shared Service Center?

Shared Services 98

Shared Services Service BPO Business Process Outsourcing 98

Worldwide Call Centers

MARCH 16, 2023

Improving Customer Support through Social Media How does your contact center deliver exceptional customer support? For a number of contact center services , it’s these factors and more that lead to the optimal customer experience. Do you ensure that no customer waits on hold longer than three minutes?

Call Center 98

Call Center Customer Support Outsourcing Service 98

Magellan Solutions

FEBRUARY 15, 2024

In recent years, the US healthcare industry has significantly increased its reliance on healthcare call center outsourcing companies to enhance patient care and operational efficiency. Healthcare organizations can hand off their growing call center needs and redirect resources toward core clinical care.

Call Center 52

Call Center Healthcare Outsourcing Insurance 52

Perficient Digital Transformation

APRIL 11, 2022

I am extremely excited to announce that, as of April 2022, Perficient’s Managed Service Offerings for Amazon Connect and PACE (Perficient Amazon Connect Experience) can be found on the AWS Marketplace. Managing contact centers can be difficult. Custom Development Operations & Support.

Administrative 116

Administrative Managed Services Analytics Out-Tasking 116

Magellan Solutions

DECEMBER 4, 2023

It guarantees that your hotel thrives by providing top-notch hospitality services. Magellan Solutions redefines the boundaries of smooth operations. Our goal is to provide exceptional service that sets a new standard for hospitality. Our framework is dynamic, ensuring smooth operations and addressing needs 24/7.

Management 52

Management Analytics Service Customer Service 52

SEBPO

NOVEMBER 15, 2023

Elderly Care in El Salvador Fundación Salvadoreña de la Tercera Edad (FUSATE) is a non-governmental nonprofit founded in 1990 that serves 11,000 senior citizens through a network of eight daytime activity centers and dormitories. Providing these services ensures that the seniors know they are cared for and not alone. “A

Out-Tasking 105

Out-Tasking Marketing Outsourcing Customer Support 105

Zinnov

FEBRUARY 29, 2024

This concept opens up new possibilities for enriching business practices and fostering partnerships, particularly between Technology Service Providers (TSPs) and Global Capability Centers (GCCs). Once seen as separate competitive entities, TSPs, and GCCs are now identified as collaborative partners, each with unique strengths.

Service 64

Service Collaborations Advisory Resource Optimizing 64

Everest Group

APRIL 23, 2024

Insurance Intermediaries Services Amid evolving market dynamics, the insurance intermediary sector is transforming significantly. The report also examines the global insurance intermediary services market and its provider landscape.

Insurance 64

Insurance Service Finance Risk Management 64

Blue Ocean

DECEMBER 18, 2023

Customer care QA processes are moving from limited sampling to real-time, holistic analysis thanks to emerging conversation intelligence technologies that impact every corner of the contact center for the better. The rate at which contact center technology has evolved accelerated during the pandemic years. She was blunt.

Analytics 59

Analytics Out-Tasking Software Finance 59

Balbelforce

AUGUST 25, 2021

Workforce Management (WFM) is a set of business processes that contact centers use to ensure that staff can work in a cost-effective way. This includes forecasting contact volume, scheduling staff and analyzing performance. Resource planning is vital for any business, but contact centers are especially vulnerable to labor costs.

Management 98

Management Labor Costs Human Resources Engineering 98

Worldwide Call Centers

OCTOBER 27, 2023

Remote call center agents have emerged as a pivotal force in recent years, reshaping the way businesses engage with their customers. While call centers have been around for more than 50 years, the use of home based call center agents has evolved dramatically in the last 5 years or so. Advantages for Businesses 1.

Call Center 52

Call Center Reduced Overhead Cybersecurity Flexibility 52

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

Everest Group

FEBRUARY 6, 2024

Live Webinar The Generative AI Advantage in Enterprise CXM Operations February 6, 2024 | 9 AM CST | 10 AM EST | 3 PM GMT | 8:30 PM IST Enterprises are embracing generative AI’s transformative potential in today’s rapidly evolving CXM landscape. What are the key areas in which generative AI is being deployed for CX services?

Outsourcing 59

Outsourcing Customer Service Automation Marketing 59

Magellan Solutions

MAY 2, 2024

One popular tactic is outsourcing to other countries to make operations more efficient. It includes lower salaries and reduced operational expenses, such as office space, equipment, and infrastructure maintenance. This can translate to faster turnaround times, higher quality output, and consistent service delivery.

Offshoring 52

Offshoring Outsourcing Right-Sizing Call Center 52

SEBPO

JANUARY 31, 2024

This has since grown into a robust, multi-team partnership because SEBPO’s Data Solutions Teams consistently deliver innovative, high-quality services while exceeding client expectations in various processes.” SEBPO Teams provide uninterrupted services throughout the workweek and weekends, including every US and delivery center holiday.

Outsourcing 98

Outsourcing Out-Tasking Efficiency Flexibility 98

Magellan Solutions

JUNE 18, 2023

You’re a businessman who owns and operates a dynamic enterprise. But it could be if only you’d utilize a few tools to boost business—just like a telephone answering service , perhaps? A dedicated contact center answering service might just be the ticket to the big time. Contact us today for more information.

Service 97

Service Call Center Customer Service 97

Go4Customer

SEPTEMBER 24, 2021

Outbound call center services are a boon to the business world today. Such value-based services increase revenues and ultimately lead to a boosted ROI. Any company that partners with a call center enjoys the benefits of diminished operating costs.

Operational Costs 95

Operational Costs Call Center Service 95