We saw a lot of changes to the call center and customer experience landscape in 2017. Cloud communications and virtual agents were on the forefront of everyone’s minds, and social media was more important than ever. 2018 is shaping up to be the year of strategic thinking...


Analyzing call center key performance indicators (KPIs) is imperative when assessing the effectiveness and efficiency of a call center. While it is clear to most call center managers and decision-makers that they need to analyze call center KPIs, what is often not so clear is which KPIs to measure and track over time.

We all know it: call centers are a tricky place to work long term. Managing inbound customer complaints is no one’s favorite part of the job, and it contributes to the high stress levels often found in call center employees.

Metrics, Key Performance Indicators (KPI’s), Reports - we have a lot of names for the information and data we review to help keep our centers on track and performing as we want them to. Contact Centers can generate an immense amount of data and reporting on just about anything that we could conceive. But just because we can produce a report, does it mean we should?

How can customer service leaders meet increasing expectations for delivering great customer experiences while keeping operational costs in check?

The increased demand for big data, coupled with the decreasing cost of gathering and processing information, is causing the C-suite to carefully examine the role that artificial intelligence might play in the future of their business. There are plenty of signs they like what they see. In fact, almost 85 percent of global executives view AI as essential to remaining competitive, according to a recent survey by Tata Consultancy. Half of them see it as “transformative.”


We all have heard that Customer Satisfaction is important and of high value to the business. But what does that mean? What is the true value of customer satisfaction? A 2017 study indicated that poor customer service is costing US businesses $62 billion annually. That’s up $20 billion since 2013!

Finding an Inbound Telemarketing Services call center honestly isn’t that difficult. Finding the right Inbound Telemarketing Services call center is something that can be a little bit tricky. Also, nothing is worse than finding the wrong Inbound Telemarketing Services call center. So, let’s say that you already have a call center in mind but you know very little about their organization. Of course the first step is having a conversation with the key players within the organization. You have two primary objectives during that initial conversation.

There can be many reasons for an organization to decide it is time to create a Call Center or Contact Center. Perhaps organic growth, a new product, service or acquisition is resulting in calls swamping the switchboard, or customers are tracking down the administrative offices to trace an order, or email volumes are surging and going unanswered?

The business process outsourcing (BPO) industry is undergoing a workforce transformation that could soon be adopted by other industries. Many BPO companies are implementing a new hiring model commonly referred to as impact sourcing, designed to combine socially responsible hiring practices with an opportunity to engage untapped labor markets.

Bots, sometimes called chatbots, are applications used to automate responses to social media and online inquiries. The purpose of bots is to speed answers to customer information requests. And they do this automatically. They’re programs, after all. They can do in seconds what it might take a person minutes to handle, or even longer if the message gets stuck in a lengthy queue

It’s no small task to hire a new addition to your team. It can be even more intimidating when you consider outsourcing overseas. You might be wondering if you can trust someone who is half a world away with projects that are vital to your company’s success.