Category: Uncategorized
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Why At-Home Agents Perfectly Complement Your Customer Service
The gig economy is booming, allowing companies to hit workforce targets in a market where skill shortages are a huge concern. Did you know that homesourcing can be the perfect complement to your company’s current outsourced customer service program? In fact, some innovative outsourced call centers, such as Advantage Communications, are making the most of…
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In-House vs. Outsourced Customer Service: 4 Benefits of Outsourced
Is your customer service department no longer providing the customer experience (CX) that your clients expect? Can you no longer afford the technologies needed for superior customer service? Or perhaps you simply don’t have the resources anymore to keep up with seasonal demand? These, along with many other reasons, might be encouraging your business to…
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Why Your Outsourced Call Center Should Focus on Client Branding
One of the most important aspects of any successful organization is to have a clearly defined company culture. The culture of your organization will influence the communication within your teams, the productivity of staff members, how engaged employees are with their work and much more. Many organizations form partnerships with MSPs and BPOs to build…
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How to Create Loyal Customers in Financial Services
Customer experience (CX) leaders in the financial services need to create frictionless experiences for customers that perfectly balance customer satisfaction, reduced customer effort and a personal service. Without this perfect balance, businesses in the financial services sector will likely fail in building a loyal customer base. The result? Dissatisfied customers who will be eager to…
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3 Reasons to Outsource Customer Service to a Canadian Call Center
Not long ago offshore contact centers were all the rage. They offered basic customer service solutions at an incredibly competitive rate, meaning companies could ensure their phone lines were answered while saving money at the same time. Things have changed in the past 10 years, however, and customers now expect a world-class customer experience (CX)…
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Omni-Channel Customer Service is Important; Don’t Hang up the Phone!
In this blog we often talk about the innovative omni-channel technology that a modern outsourced call center will bring to your organization, and how those technologies will help your company realize significant benefits to your customer service strategy. Technologies such as contact center artificial intelligence (AI), chatbots and intelligent virtual agents are all crucial components…
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4 CX Best Practices to Look for in an Outsourced Call Center
The customer experience (CX) is now vital for any business, no matter what industry. That’s because the product or service that you offer is no longer the defining selling point for your customer – it’s the overall experience you offer them. Unfortunately, however, no matter how large your business is, it’s unlikely that you will…
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What is Real-time Visual Operational Intelligence in Customer Service?
Today’s top nearshore outsourced call centers use a wide range of technologies to implement world-class customer support strategies for their clients. Technologies such as live-call guidance, artificial intelligence (AI), omnichannel support and CRM platforms all help modern-day outsourced call centers to deliver a superior customer experience (CX).
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ACI Adopts AR & AI Technology “Sightline Advantage™”
Sightline Advantage is a new technology that transforms call center operational performance by creating behavioral awareness in agent performance driving self-correction and better quality customer engagement, resulting in a >20% increase in agent productivity.
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How to Calculate Outsourced Call Center Service Level
When it comes to outsourcing your customer service to a call center, there are a range of metrics that call centers use to ensure they are delivering a superior customer experience (CX) for your customers. These metrics – as discussed in our blog titled ‘7 Key Metrics to Look out for When Outsourcing Your Customer…