Call Center

Leveraging Workforce Management Technology for Better BPO Outcomes

Posted: 06/22/2022 - 09:00
Author: Barry Cooper
An increasing number of BPOs are leveraging digital workforce management technologies to meet the needs of an increasingly digital contact center.

Consumers’ expectations are evolving more rapidly than ever before, making it imperative for business process outsourcing (BPO) call centers to manage an increasing number of channels and agents with a wide variety of skill sets. Adoption of digital channels surged during the pandemic, with nearly all consumers becoming digitally savvy.

How to Increase Sales and Loyalty with Omnichannel Payments

Posted: 08/24/2019 - 02:42
Author: Gary E. Barnett
Once upon a time, call centers only needed to support one channel: the telephone. Fast forward to today and customers have many more channels to engage with an organization, from phone to email, websites, web chat, social media platforms, SMS and more. Call centers and customer service representatives (CSRs) within an organization are often expected to support all these engagement channels, and consumers expect a seamless customer experience no matter which they use.  

Call Center Outsourcing – An Emerging Option for Smaller Enterprises

Posted: 07/04/2019 - 01:39
Author: Scott Wright
BPO call center outsourcing
Digital transformation involves the implementation of advanced technology and fundamental organizational change. Ultimately, though, it’s all about the customer. From mobile apps for secure payment to fun experiences in retail spaces, businesses seek to leverage innovation to identify and engage customers, to gain insight into preferences and habits and to make every interaction positive and impressionable.   
 
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