Artificial intelligence is steadily making its way into all aspects of life, including the contact center business, which is recognized for its receptivity to new technology. We were so enthralled by AI’s promise that we began to question if it could completely replace…
Technical support outsourcing has become an essential aspect of many modern firms’ strategies for optimizing procedures and focusing on core business duties. While internal technical teams may be overburdened or lack specific expertise, outsourcing allows access to…
Headcount VS FTE: How Many Agents Does Your Contact Center Need?
October 25, 2024
In a call center or contact center, one of the most critical aspects of efficiency is accurately determining the required number of agents. An understaffed team can lead to agent overload and burnout, increased customer Average Wait Time, and potential customer loss. On the…
When a business needs to reach a large customer base and ensure effective communication, contact center services for outbound calling become essential. Companies often face the need to conduct mass outreach, and internal resources may not always be sufficient to maintain a…
First Call Resolution (FCR) is one of the most important performance indicators for call and contact centers. Think of this content as a complete guide to understanding FCR. You will learn about its history, the formula for measuring FCR, and how to enhance FCR in a contact…
Numerous reports and studies in recent years have brought attention to the growth in customer anger directed towards contact center professionals. Although statistics data may differ between industries and geographical areas, there is one obvious trend: emotional encounters…
Do you want to know more about your clients and enhance their interactions with your brand, organization, or business? One of the best ways to get important insights into the requirements and expectations of your customers is through marketing research conducted through a…
Insurance Company Contact Center: The Advantages of Outsourcing
October 17, 2024
Offering competitive service rates and timely, easily reachable customer support are essential for success in the insurance business. Every customer needs to be able to get in touch with their insurance provider around-the-clock in case of emergencies or claims. As a result…
Are You Considering Outsourcing Your Contact Center? Ask Yourself These Four Questions First
October 15, 2024
Contact center outsourcing claims to reduce costs, boost efficiency, and improve service. But is this model truly right for your business? Before making a decision, consider all of the pros and drawbacks. In this post, we give four critical questions to help you decide…
Contact Center Agent: The Future of the Profession and Five Strategies for Staff Training
October 15, 2024
Much has already been written regarding the automation of call centers. In example, you can read a popular piece on our site called “Will AI Replace Contact Center Agents?” However, today we’d want to look at the situation from a somewhat different…
