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For a call center, it is imperative to have a future-ready strategy to manage operations and deliver impeccable customer service.
Demystifying Call Center Forecasting: A Step-by-Step Guide
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Business Process Management Articles
Bogotá, Colombia – One Of The Top Outsourcing Destinations
As one of the best countries for outsourcing, the Bogotá, Colombia region offers
companies an exciting opportunity to take advantage of a booming economy, a
dedicated, well-educated workforce, and an attractive USD exchange rate.
The Hidden Expertise Needed to Successfully Run a Work at Home (WAH) Contact Center
Do you think Work-at-Home (WAH) just means sending your Agent home with a laptop? Doing it right involves changing every aspect of your contact center. Six months after March’s “Great Migration”, do any of the following challenges apply to your team?
Can Work at Home Solutions Make Customer Experience Management Disaster-Proof?
Organizations will be feeling the financial impact of the 2020 coronavirus pandemic for years to come. Seemingly overnight, consumer behavior shifted and large swaths of the retail landscape closed shop. Perhaps most significantly, a considerable portion of the world’s office workers made an abrupt switch to work from home solutions.
Guide: Forecasting in the Contact Center
Workforce forecasting is a delicate balancing act between these two priorities—customer experience and cost.
HIPAA Compliance Guidelines for Working at Home
Companies need to implement work from home solutions to prevent costly and negligible HIPAA violations. According to HIPAA regulations, there are several requirements and guidelines that organizations must meet to ensure HIPAA compliance when working with PHI.
PCI Compliance Guidelines for Working at Home
While it is challenging to enforce PCI compliance on home workers, it is not impossible. The most effective way to ensure that remote workers meet the strict requirements of PCI is to make use of professional work from home solutions as an alternative to the cleanroom technique.
The Key to Managing Contact Center Overflow During the COVID-19 Crisis
Making sure you have the right amount of staff at your contact center is a more significant undertaking than some might imagine.
How Contact Centers Manage Remote Teams Effectively
Even before COVID-19 made it a necessity, having your call center work remotely made a lot of sense. After all, can’t we take phone calls from basically anywhere at any time?
Are You Using Workforce Management System Effectively?
You might not realize it, but you already might have a workforce management system in place if you run a business. But the question is — are you using it effectively?
Nearshore Opportunities: What to Look for When Hiring a Nearshoring BPO Vendor
Experts have long been predicting automation, artificial intelligence, and remote work as the future of businesses. While the former two are still taking baby steps, outsourcing has proliferated significantly over the last two decades.