Improving First Call Resolution Rates

a satisfied customer on the phone, benefiting from a company's improved first call resolution rate

Most customers who call your business have already exhausted all other options. They’ve tried to resolve the issue themselves, looked on your website for the needed information, and maybe even chatted with an AI agent. But none effectively worked. Now they are seeking help from a live agent – and their satisfaction and loyalty lie […]

Utilizing Customer Journey Mapping to Enhance Service

Customer journey map illustration

Excellent customer service aims to anticipate and meet needs before customers are even aware of them. You want to create a seamless, personalized experience. And the best way to do that is to start with a customer journey map. What is customer journey mapping? Customer journey mapping is a visual representation of every experience customers […]

CX Outsourcing: When Does It Make Sense?

A business owner deciding whether or not they should take advantage of CX outsourcing

Creating a seamless, personalized customer experience (CX) is one of the most crucial investments businesses can make today. It distinguishes you from competitors, fosters customer loyalty, and, ultimately, determines business success. Yet, with limited time and resources, it is challenging for businesses to achieve excellent customer care. That’s where CX outsourcing comes in. The role […]

How to Improve Customer Service (and How a Call Center Can Help)

a person researching ways to improve customer service on their smart phone

In today’s world, customers expect not only excellent products but also excellent service. Quality customer service matters; just look at the numbers: 83% of customers are more loyal to businesses that respond to and resolve their complaints. And by increasing customer retention by a mere 5%, companies raise their profits between 25% and 95%. Improving […]

The Evolution of Call Center BPO Services

a person working at a walking desk while discussing call center BPO services with colleagues via a video meeting

Whether it’s Midge Maisel in The Marvelous Mrs. Maisel expertly working the switchboard in the 1960s or Bob Wiley in What About Bob trying to pull a fast one on Betty, the call center representative, in the 1990s, we can picture the early days of the call center. But with the rise of modern technology […]

The Future of Outsourcing: Trends and Predictions for 2024

a business owner researching the latest outsourcing trends while working from home

Across all industries, outsourcing continues to help businesses save money, streamline processes, and gain a competitive advantage. Sectors like IT, healthcare, finance, and HR lead the way in outsourcing. And it’s not just large companies: In 2023, 90% of small businesses across industries planned to outsource. The global business process outsourcing market is worth more […]

How a Good Customer Service Provider Elevates Your Brand

a customer service provider working from home, looking at their mobile device

Does customer service really impact how your audience views your brand? According to the data, the answer is very clearly yes. Take a look for yourself: 3 out of 5 customers say that good customer service is necessary for them to feel loyal to a brand. 93% of customers are more likely to remain loyal […]

How to Evaluate and Choose a Help Desk Service Provider

a help desk service provider working at their desk

Today’s customer expectations are higher than ever, and that’s just as true when it comes to help desk support as general customer service. As a result, more and more companies are turning to outsourcing to manage their help desk service. And doing so is a great idea. Outsourcing your help desk can deliver massive benefits, […]

Your Guide to Navigating the World of Customer Service Outsourcing

a customer service outsourcing agent working from home

Customer service outsourcing is a huge industry, resulting in approximately $525 billion dollars of spend every year, in fact.  But if you’re not outsourcing your customer service yet, it may seem like a big project that’s not necessarily worth the investment. For example, many companies who haven’t outsourced customer service before wonder:  How can I […]

The Impact of Help Desk Outsourcing on Customer Satisfaction

a help desk outsourcing agent working at their desk

Can help desk outsourcing really make a difference on customer satisfaction? Help desk requests may seem like a small (although often bothersome) task. Whether you get tons of help desk requests or just a few, dealing with them often causes a lot of frustration to your customers—which is compounded if they can’t get quick and […]