To help your eCommerce business get more customer reviews, we asked marketing professionals and eCommerce business owners this ...

What is one customer service trend happening within higher education? How does this trend translate into a usable ...

Cuddled in the lap of the Himalayas, Nepal other than its alluring scenic beauty has a lot to ...

This case study explores the successful partnership between Liveware Labs and a renowned Australian business travel wholesaler. ...

Debt management is one of the most significant challenges for small and large companies. One of the most ...

Surge capacity requires contact centers to quickly scale up their resources to meet seasonal peaks or an unexpected ...

Take a second to think about your everyday tasks at work. How many are repetitive? How much time ...

The release of ChatGPT one year ago unleashed tremendous expectations for enterprises to leverage Large Language Models (LLMs) ...

The OpsTalent story began when two strangers, Gabriela Ziółkowska and Trevor Coyne, met on a blind date in ...

Welcome to EuroCom CX – Your Strategic Partner for Outsourcing Solutions. 🚀 Explore how our services can transform ...

Contrary to popular belief, there is a way for contact centers to achieve perfect staffing. Whether you're a ...

In this digital transformation era, leveraging advanced technologies is vital to achieving operational excellence. Quality assurance, once a ...

Organizations are taking a cautious approach to Generative AI – the Large Language Model (LLM) powered ChatGPT-like applications ...

In response to the lack of trust in the voice channel, the need for better identity presentation technology ...

ShareShareTweetFlipRedditWhatsAppClipTelegram ...

Etech EI team noticed a small number of calls received in sales queue – these were cancellation calls ...

This piece of advice seems to pop up throughout our lives time and again. And as small business ...

Did you know that two-thirds of consumers expect brands to understand their expectations and needs? Today’s consumers want ...

Forecasting is crucial for any contact center to efficiently allocate resources, manage agents, and meet customer expectations. The ...

When employees ask “Will I have enough PTO?” send them this simple, user-friendly calculator. This self-service tool will ...

The term KPI stands for “Key Performance Indicator.” KPIs are a set of measurable business objectives established to ...

With the Black Friday and holiday shopping season fast approaching, providing exceptional customer service can be a challenge ...

A successful customer service outsourcing project begins with selecting appropriate strategy based on the organization’s needs. Our comprehensive ...

The term KPI stands for “Key Performance Indicator.” KPIs are a set of measurable business objectives established to ...

Effective onboarding design is key to reducing churn and creating long-term value, yet brands often struggle with it. ...

So far, for many brands the 2020s have been as unpredictable as they have been transformative. A litany ...

When we published our first edition of this report in 2020, remote work had just seen an explosion ...

Even though Supreme Justice Potter Stewart said that famous phrase in relation to obscene adult-content films, we can ...

Whether you are managing a small company, midsize boutique, or big business, you need to keep a close ...

If you’re considering hiring an outbound call center and you have never done so, you may feel overwhelmed ...

Contrary to popular belief, call center outsourcing and contact center outsourcing are different. Even though professionals use the ...

A long-standing RDI partner in the healthcare industry experienced decreased customer satisfaction (CSAT), primarily caused by lower than ...

Attrition is a constant challenge that keeps contact center executives awake at night. While the usual suspects like ...

In today’s competitive economy, organizations often struggle to find the right talent to support their evolving customer experience ...

Customer Service Word Choices: What to say to your customers (and why, and how). We have all heard ...

We enable your business to drive growth with real and specialized team members that align with your business ...

Generative AI has caught fire in the industry – almost every tech vendor has a ChatGPT-like offering (or claims ...

Asking the right discovery (probing) questions will ensure that the customers’ communication, desires, needs and expectations are laid ...

With AI powered speech analytics, organizations can drive efficiencies and performance like never before, allowing an overall view ...

One of the most crucial factors in customer relationships is how you maintain your service, especially in times ...

As your business works diligently toward its digital transformation, your customers are expecting you to use your technology ...

Throughout the Americas, Konecta partners with Telefónica in its mission to provide connections that bring people together. ...

Improving customer experiences is one of the important areas of focus for leading brands. While it is the ...

A high-quality brand is built on loyalty, and loyalty is driven by emotional connections. Without that connection to ...

In an era of unprecedented advancements in technology and communication, the traditional confines of business operations have transcended ...

Matt Rocco is the President for Etech Global Services. He also serves as President & COO PRWT LLC. ...

Artificial intelligence (AI) is increasingly hyped by vendors of all shapes and sizes – from well-funded startups to ...

Generative AI is getting all the attention, headlines, and industry hype. Organizations are looking at how it can ...

Presenting the "400+ ChatGPT Prompts for Business Owners" guide—a detailed assortment crafted to bolster the capabilities of managers ...

Customer acquisition is part of any sales process. In certain areas, the complexity is accentuated. In this article, ...

Matt Rocco is the President for Etech Global Services. He also serves as President & COO of PRWTech, ...

At xFusion, we’ve worked hard to earn a reputation of providing outstanding customer support to the customers of ...

Could you introduce us to GenAI and explain why this initiative is so strategically important for the future ...

Nothing is stronger and more true than a parent’s love for a child. As a parent, you strive ...

The current labor market has been undeniably tough on employers, especially those in the customer service space. According ...

Today’s guest is Michael Todasco, Writer about Generative AI. Mike joins Seth Earley and Chris Featherstone and shares ...

According to Digizuite, brands that excel at multichannel (also known as omnichannel) customer engagement enjoy better annual revenue ...

Organizations are taking a cautious approach to Generative AI — the Large Language Model (LLM) powered ChatGPT-like applications ...

Southwest Airlines needed immediate CX help. In late December 2022, a national airline experienced a system-wide operational failure ...

Are you considering trying out one of the many new generative AI tools? The potential rewards are compelling, ...

Consumers expect a lot of brands these days, but one of their top requirements is that businesses speak ...

Medication non-adherence presents a significant public health issue, affecting millions of individuals worldwide and leading to at least ...

Onboarding is a critical piece of the employee experience maybe even the most important part of the employee ...

An after-hours answering service is a useful business tool. It provides coverage of customer communications when the in-house ...

Define your specific outsourcing needs. Before you begin your search for the right BPO, it’s important to clearly ...

For any business to maintain a high standard and a positive reputation, assuring quality is of utmost importance. ...

Discover the changing world of customer service in the age of automation. Find effective ways to tackle challenges ...

Medication non-adherence presents a significant public health issue, affecting millions of individuals worldwide and leading to at least ...

The importance of effective goal communication with your contact center agents cannot be overstated. At ShyftOff, transparent and ...

Working Solutions' SVP of Business Development, Gary Ash, hosts a panel discussion at ICX Summit about optimizing CX ...

Project objectives, key stakeholders, and a preliminary scope with a brief description of the functions the system is ...

Is a team only as good as its tools? Or are the tools only as good as the ...

Despite the run-away success of outsourcing, anchored on some finely evolved principles, standards and ethics, many of the ...

Matt Rocco is the President / CEO for Etech Global Services. Matt is a 36-year veteran of the ...

In today’s world, customer experiences are more important than ever before. The rise of the public cloud has ...

Artificial Intelligence is a perfect ally to deploy and accelerate the marketing strategy in all its aspects: we ...

High demand and limited staff. Small businesses have faced this dilemma across the nation. Dental practices are no ...

Denver, CO—April 13, 2023 —Omni Interactions today announced it has been named a winner in the 2023 Excellence ...

We live in an era of ever-accelerating change, a time when agility in thought and action means the ...

The benefits of outsourcing revenue cycle management in healthcare are clear through DME Service Solutions' impeccable record. Learn ...

Organizations are taking a cautious approach to Generative AI – the Large Language Model (LLM) powered ChatGPT-like applications ...

Abstract: With the increasing popularity of gaming in the metaverse, it is becoming essential for gaming companies to ...

Today’s consumers are more autonomous than ever before. They know what they want and how they want it. ...

The best and worst customer experiences stick with you, either making your day or ruining it. Think about ...

Most contact center leaders know what contact center optimization is through experience. At some point in their career, ...

Business process outsourcing (BPO) is a process that allows small to mid-market brands to deliver better support and ...

If you are implementing or re-designing an existing SMS Chatbot, this article is for you. Here, we review ...

Explore the world of Optimum Offshoring and its transformative impact on businesses. Discover the advantages of tapping into ...

As a pioneer in the interim and fractional sales leadership market, Vendux is pleased to share our analysis ...

Today’s guest is Sanjay Mehta, Head of Industry Commerce for LucidWorks. Sanjay joins Seth Earley and Chris Featherstone ...

Matt is a 34-year veteran of the call center /BPO industry. He has held key leadership positions within ...

To thrive in a volatile economy, you need resilience. And you can't build it just by cutting costs. ...

The customer experience (CX) refers to the impression consumers have of your brand as a whole throughout the ...

Cars may travel at speed, but the automotive sector has not really moved much in the last hundred ...

The decision to outsource can be transformative for many contact centers, offering the potential for reduced costs and ...

HR is a challenge even during the best of times, but 2023 featured a line-up of harrowing events ...

In 2023, HR departments have shifted their focus from the future of work to the now of work. ...

Without any doubt, customer support agent performance is one of the most important factors in a company’s growth. ...

In today's dynamic business landscape, meeting customer expectations across various channels is imperative for success. Omnichannel strategies have ...

Effective communication skills with clients are key to operating a healthy and successful business. Communicating well with customers ...

Customer satisfaction remains a critical aspect of any business looking for ways to differentiate itself and retain customers. ...

Liveware Labs played a pivotal role in assisting a large financial advisor group in overcoming challenges related to ...

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ShareShareTweetFlipRedditWhatsAppClipTelegram ...

Samsung is a South Korean-headquartered global conglomerate, providing products ranging from engineering and construction services to semiconductors. It ...

At ArenaCX, we’ve crafted a Request for Proposal (RFP) Template tailored to Business Process Outsourcing, designed to guide ...

In the early 2000s, as the theft of credit card information began to rise, companies realized that a ...

Are you a forward-thinking Telco company seeking to elevate your outsourcing game to new heights? Look no further! ...

How much time off is too much or too little? What types of PTO should you offer? In ...

The average rate of attrition for contact centers refers to the turnover or churn of employees within these ...

“The car-buying experience is infamously frustrating to American consumers and especially to millennials, who want to handle as ...

Outsourcing is a powerful tool that can help small businesses unlock growth potential. By strategically delegating tasks, you ...

While this type of approach has helped companies in other industries become much more effective, outbound telemarketing carries ...

Since its inception, the growth of the e-commerce industry has skyrocketed, reaching a peak growth rate of 17.1% ...

In the ever-evolving world of business process outsourcing, staying ahead of the curve is not just an option, ...

Qualified appointment setting, alternatively known as inbound appointment setting, is an art, a science, and a bit of ...

A contact center’s main focus should center on providing exceptional customer service and support. Most contact center operators ...

The above chart represents the frequency analysis of when “insurance” is mentioned on consumer sale calls. The X-axis ...

Top customer service outsourcing companies are those that consistently deliver high-quality service and support to their customer’s clients. ...

The concept of Customer Experience didn’t suddenly appear out of thin air in the 1960s; it has deep ...

The most transcendental challenge of a brand is not to attract customers or get a sale, it goes ...

If interactions with your organizations are positive, then the people you serve will return. Articulating a thoughtful and ...

Following a complex period, our sector is undergoing a phase of renewal and adaptation to new market needs, ...

You have no doubt been hearing for some time about ChatGPT and its promise to become the most ...

Your dealership does not want its customers to be afraid they might get ripped off. You want them ...

The latest tactic that automobile dealerships are using to enhance sales and pull repeat clients is an up ...

This case study focuses on an internationally renowned travel group that faced challenges in managing its customer service ...

I am Diana Catalina Velásquez and I’m Chief Digital Officer at Konecta. It’s a role that’s very exciting ...

It's no secret that inflation has been the culprit of some tough times for American households. A recent ...

Conflicts of interest are not only an issue for large organizations, they can occur in a business of ...

This roundup is your passport to a future shaped by innovation, where every trend holds the promise of ...

One of RDI’s retail clients, a premium, durable product manufacturer, faced several challenges: delivering best-in-class customer experience during ...

Over 50% of retail customers in the United States prefer to address urgent issues via phone conversations. This ...

According to Salesforce, "First Call Resolution or FCR is a metric for customer service that identifies the percentage ...

Delivering Customer Engagement Solutions through Inbound, Outbound, Live Chat, Quality Monitoring and Social Media Services. ...

Call and contact centers play a crucial role in today’s business landscape, serving as the primary point of ...

The decision to outsource customer support is one of the most difficult decisions for a company. There might ...

In Temkin’s 2018 customer experience report, auto dealerships were ranked thirteenth among twenty industries, earning an “Okay” rating ...

To help you develop better critical thinking habits, we asked business leaders and coaches this question for their ...

Looking ahead to 2024 offers a fascinating glimpse at what’s possible for BPOs. Several sources predict that industry ...

As data continues to grow exponentially, organizations are continuously seeking advanced methods to extract valuable insights efficiently. Voice ...

Ah, window shopping! What a fun activity, isn’t it? Whether it is browsing through the storefronts of New ...

When onboarding new employees, you have just 44 days on average to influence their decision to stay long-term. ...

In the United States today, there are over 23 million non-native English speakers in the workforce. At Accents ...

Alright, fellow business enthusiasts, let's dive into the world of customer satisfaction because, let's be real, in this ...

In the hustle and bustle of running a small business, every interaction counts. Call center solutions built for ...

Strategic outsourcing has turned into a crucial approach for organizations navigating the dynamic landscape of global business. It ...

Call centers are often unpredictable places. One minute, your team’s agents may be enjoying a calm day with ...

Our vision is the universal recognition among owners, founders, and CEOs of the need to invest not only ...

Artificial intelligence has the potential to vastly increase the power of sales. It won’t replace salespeople; instead, it ...

You go through the onboarding process and get the client set up and settled in. You get excited ...

CAGAYAN DE ORO, Philippines — In a coastal city in the southern Philippines, thousands of young workers log ...

Artificial intelligence is part of every aspect in our lives – and contact centers are not far behind. ...

Mobility is a very broad term. It covers a wide variety of sectors and services used by consumers, ...

Whether you’re a buyer of CCaaS solutions for your business, a professional in the call center industry, or ...

We seamlessly integrate Artificial Intelligence (AI) and Intelligent Agents (IA) to enhance your customer experiences, increase efficiencies, reduce ...

Outsourcing has become a popular business strategy for companies looking to reduce costs and maximize efficiency. By outsourcing ...

Potential Calls which had cancelled services: 238 (34%) Assuming successful conversion of 10%: 24 Renewed service calls Additional ...

In 2023, every brand looking to deliver high-quality customer experiences has to prioritize business process optimization. But it’s ...

EuroCom CX is a leading provider of Business Process Outsourcing (BPO) and customer experience solutions. ...

Another year of customer-centric rhetoric has unfortunately accompanied another year of customer experience disappointment. ...

Digital transformation has changed the rules of the game. This involves both companies and users. We must know ...

It’s been about two whole days since I was assigned to write this blog, and just now, at ...

Employee engagement refers to how committed an employee is in a company physically and emotionally. According to Indeed, ...

On the 27th September, we were delighted to host the ABI Lab COO Roundtable at Konecta’s office in ...

RDI partnered with a leading telecommunications provider whose review process for service activation calls was cumbersome. Though they ...

More than a decade ago, Konecta supported a major banking brand based in Spain with the ‘carve-out’ of ...

Deciding to outsource some of your business functions is a huge step toward the growth and future of ...

HelpSquad is a 24/7 contact center serving 860 businesses within the USA. Founded in 2015, it employs 347 ...

The underlying principles of Artificial Intelligence have been evolving over decades. Recent advances have created nothing short of ...

When you’re in the business of selling cars, reputation is king. And in the online world, building that ...

To be ensured of on-line marketing success, it’s sensible to apply several marketing strategies. Besides making sure you ...

What is one strategy for an HVAC (heating, ventilation, and air conditioning) Company to grow its customer base? ...

What matters most to online shoppers? According to a recent study by Google, it’s the lowest price and ...

Outsourcing to South Africa has become increasingly popular in recent years. In fact, the business process outsourcing (BPO) ...

In today’s competitive business environment, firms need to deliver exceptional customer experience to expand global reach and engage ...

Excellent 24/7 customer support shows customers you truly care about them. This results in fewer customers abandoning your ...

Over the past decade, the concept of gamification has evolved from a buzzword to a powerful tool shaping ...

Here’s the dealership marketing plan for 2018, read and forget it if you do not have effective closing ...

The retail industry thrives on delivering exceptional customer experiences, and the fourth quarter, marked by the holiday shopping ...