Customer Experience

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…

What Are Key Performance Indicators? For inbound contact center services, KPIs reflect customer service quality, agent efficiency, and overall business success. These indicators help us understand how well we are performing, identify weaknesses, and find ways to improve. The…

Imagine two scenarios: Between calls, contact center agents frequently take breaks or get distracted by personal matters. Throughout their shift, agents don’t even have time to take a lunch break. Both cases relate to occupancy—one of the most critical metrics in an…

Choosing an outsourced contact center is not just a formality but a strategic decision that directly impacts your business’s reputation and financial performance. However, company owners, especially those managing large businesses, sometimes make mistakes that either…

Feedback in a contact center is not just words from customers—it is a valuable resource that defines service quality and brand trust. This is especially important for call center outsourcing, as agents essentially become the “face” of the company that has…

Have you ever wondered how the volume of incoming calls impacts the efficiency of your contact center? An excessive number of inquiries often leads to delays in request processing, increases agent stress levels, and forces customers to wait longer than they would like. This…

If you manage a business in the HoReCa industry, you have no choice but to fully meet your customers’ expectations and provide them with the best possible experience. A critical part of this experience is exceptional customer support — available for any question, at…

“You never get a second chance to make a first impression.” This saying is completely pertinent to a call center’s inbound line. This is where the client forms their initial opinion of the firm and its level of service. Metrics such as Average Speed of…

In today’s world, taxi is an essential part of life for nearly every resident of metropolitan areas. Accessibility, speed, and safety are the key demands of consumers for providers of passenger transportation services, including taxis and ride-hailing services. With the…

In recent years, the landscape of business process outsourcing has undergone significant transformations. Globalization, technological advancements, and evolving business models have contributed to the rising popularity of delegating specific business functions to external…