Good customer experience is a key factor that fosters loyalty and generates higher revenue. Likewise, call center KPIs influence satisfaction and caller experience simultaneously.
Analytics for contact centers help enterprises big and small measure performance and see the exact ways their agents can improve, gleaning insights from big data.
In recent years, forward-thinking companies have come to discover Montreal, Canada as a viable outsourcing option in North America. ContactPoint 360 is a trusted local partner in this market, offering call center operation sites in business districts throughout Montreal.
For companies headquartered in North America and beyond, Toronto is one of the best possible options for outsourcing. The Global Liveability Index ranks the area as one of the world’s most livable cities. Culturally vibrant and diverse, Toronto has something for almost everybody. Plus, according to a 2019 report, it’s the sixth safest city in the world.
The Philippines is one of the best countries for outsourcing, and the Cebu region is an attractive choice for call center operations. Businesses in this region can engage with an educated local workforce, participate in an expanding economy, and enjoy an attractive global currency exchange rate.
Customer experience or CX is a critical area of differentiator for a business. Find out 6 key aspects you need to focus on for a successful CX transformation.
The average agent turnover rate is around 30 percent. Attrition has a significant impact on businesses and can be costly. Find out 5 ways you can use to reduce attrition.
Customer experience is not just a solution, but an entire journey. Top-performing organizations have a clear vision of the roadmap by optimizing the major KPIs like quality score, rate of contact resolution, and average time to handle.
In this blog, we will explore the latest contact center automation trends and tools that are likely to shape the industry in the coming decade.
The power of AI and speech analytics means more efficient call center processes and happier customers. Find out how these new technologies can be integrated into your business.
During a crisis, it is crucial to keep your contact center running, if customers don’t receive adequate support during this time,your business will struggle to retain them, and it can harm profits long after the crisis is over.
United States
Canada
Mexico
Colombia
Jamaica
Philippines
India
Egypt
