eglobalis
APRIL 6, 2025
This three-part analytical series aims to dissect and explain the most critical dimensions of value creation in technology, telecom, contact centers, and high-tech manufacturing. In contact center outsourcing, a BPO that makes script updates or dashboard access easy gains favoreven if its core service is similar to competitors.
CX Accelerator
JULY 22, 2019
Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog.
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CX Accelerator
JULY 22, 2019
Contact centers are big on analytics. The main reason companies measure things like their call-handle time, first-call resolution, and internal quality management (QM) scores are to improve customer satisfaction. So, how do you know if customers are pleased with their level of service? Back To CX Accelerator Blog
BlueOcean
OCTOBER 7, 2024
You’ll task your team with running a tight procurement process to assess potential contact center partners. The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit.
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What does the contact center of the future look like? Depending on the customer base, you may have 40% of your chat, SMS, and email answered by a chatbot, 30% of voice calls answered by a virtual agent or voice bot, and only 30% actually answered by a human.
BlueOcean
OCTOBER 7, 2024
You’ll task your team with running a tight procurement process to assess potential contact center partners. The right contact center RFP questions can tell you a lot, but discerning which partner is exactly aligned with your long-term goals, your company culture, your customer base, and your team – well, that requires a site visit.
eglobalis
MARCH 30, 2025
Low participation and bias further erode reliability: Busy customers often ignore survey requests, yielding low response rates skewed toward those with extreme opinions. This can misrepresent the broader customer base. In 2021 they embraced AI-based speech analytics to analyse every single call in their contact center.
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