General research on customer experience and operational efficiency conducted by consulting firms and organizations specializing in customer service (such as Forrester, Gartner, and Deloitte) consistently highlights the importance of having complete and up-to-date customer…
VoIP (Voice over Internet Protocol) is a technology for transmitting voice data over the internet protocol, which has gradually replaced analog telephone lines and become the standard in corporate communication. Unlike traditional telephony, VoIP for business communication…
Outsourcing customer service is a strategic decision that can significantly impact a company’s financial performance, customer satisfaction levels, and overall competitiveness. However, to achieve the expected results, it is crucial to choose a reliable contact center…
In today’s digital environment, cybersecurity is critically important for any business, especially for contact centers that handle confidential customer information. Data breaches, unauthorized access, and fraud can lead to significant financial and reputational…
What is the “mystery shopper” service? It is a method of evaluating service quality, where a specially trained employee, posing as an ordinary customer, interacts with salespeople or contact center operators, recording all the details of the communication. In…
Customers don’t like to wait. They want answers here and now. When someone visits your website, they are either interested in your offer or already have a question. But what happens if they have to search for contact details, dial a number, and wait on hold? Exactly…
We present to you a comprehensive global study on contact center agent sentiment. This all-encompassing report on the contact center market provides valuable insights into what agents working in outsourcing companies truly experience. It highlights their challenges…
In 2025, the contact center outsourcing services industry stands at a crucial crossroads where technological advancements and evolving business needs are reshaping traditional models. Today, outsourcing customer service is no longer just about cost reduction and operational…
In modern business, a contact center is a crucial part of a customer service strategy. Its structure determines operational efficiency and the achievement of business goals. A well-organized outsourcing contact center enables process optimization, increased productivity, and…
At first glance, the answer seems obvious. More processed requests, more sales, more satisfied customers! Yes, a 24/7 contact center is a great solution! On the other hand, employees need to be paid more for night shifts, there is a need for additional supervision and…
