There is a certain cliché that a contact center only deals with inbound calls: Answering customer questions, providing advice, support and helping to solve problems. However, the outbound line in a contact center, i.e. the outgoing calls, are just as important.
If you do…
In a dynamic and customer-centric call center environment, the workforce management (WFM) system is a critical factor in ensuring operational efficiency. We offer you a detailed analysis of what workforce management (WFM) is, its fundamental role in call center workforce…
The VoIP service has proven its numerous advantages for both businesses and the field of contact and call centers. It is an accessible, multi-functional, budget-friendly, and high-quality communication channel, that ensures you do not miss any calls or customers. However…
Setting up a call center from scratch is a quite challenging task. It’s not just about finding the most comfortable premises and assembling a team. Equipment is also a crucial consideration because the reliability and quality of call center equipment directly impact…
What is Back Office, and the Advantages of Outsourcing Back-Office
December 18, 2023
In modern business, the back office is a crucial component that ensures the effective functioning of a company. But what is the back office essentially? How does the back office differ from the front office, and what advantages does outsourcing back-office provide? This…
What is Customer Effort Score (CES) from a marketing perspective? The Customer Effort Score (CES) is a survey used to determine how easily customers interacted with your company to meet their needs. This interaction could involve customer support, purchasing, sales, and…
