Call Center Management

July 7, 2022

3 Tips for Retaining Retail Call Center Agents While Cutting Costs

In 2021, retail sales enjoyed an unparalleled growth rate of 14 percent, nearly 5 times the rate seen pre-pandemic. It appears, however, that this consumer spending surge may […]

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BPO Industry, Call Center Management, Cost Savings, Customer Service

June 6, 2022

4 Ways to Keep Your Remote Agents Engaged

In just a few short years, working remotely has gone from something largely reserved for special situations to an expectation for positions that reasonably allow for it. Before […]

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At-Home Agents, BPO Industry, Call Center Management

March 8, 2022

Rising Wages and the Contact Center Industry

There have been many changes in the global economy over the past year. One common pain point among both clients and BPO providers: wages have been rising steadily […]

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At-Home Agents, BPO Industry, Call Center Management, Cost Savings

November 1, 2021

4 “Don’ts” to Improve Your Customer Experience

Want to be terrified? 96% of customers will leave you because of a bad experience with your brand. When things are going well with your customer-facing teams, this […]

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Call Center Management, Customer Service

September 14, 2021

3 Keys to Q4 Contact Center Success in 2021

There are two types of business leaders as Q4 approaches — those that are sweating the possibility of high volume activity in Q4 and those looking forward to […]

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BPO Industry, BPO Partner Selection, Call Center Management, Customer Service

April 26, 2021

BPO Vendor Management Part Three: 3 Key Communication Strategies for BPO Success

In part one and part two of our series, we detailed five tips for targeting better KPIs and the top three training priorities for BPO vendors. Now, in […]

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Call Center Management

April 12, 2021

BPO Vendor Management Part Two: Your Top 3 Training Priorities

In part one of our series, we detailed five tips for targeting better KPIs with your BPO vendor partner. In part two, we’re focusing on how business leaders […]

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Call Center Management

March 29, 2021

BPO Vendor Management Part One: Top 5 Tips for Better KPI Performance

Partnering with a BPO vendor is a great way to unlock better experiences for your customer. But not all outsource call center partnerships are created equal — and […]

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BPO Partner Selection, Call Center Management

February 22, 2021

The 3 “I”s to Empower Your Call Center Supervisors in 2021

For most workers, it’s been almost a year away from the office — and morale is high: 86 percent of remote workers feel less stressed. But for call […]

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At-Home Agents, BPO Ownership, Call Center Management