Call Centers in the Philippines: The Industry That Never Sleeps
Call centers in the Philippines have been a phenomenon that has captivated economic experts, business analysts, and policymakers alike. In just a few decades, this...
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Today's Feature
Machine Learning in Call Centers: Revolutionizing Customer Service and Operational Processes
Machine learning is transforming the landscape of call centers by providing sophisticated tools that enhance customer service and optimize operational processes. By integrating algorithms and...
Today's Feature
Improving First Call Resolution Rates in the US
Enhancing the first call resolution (FCR) rate is a crucial objective in the customer service industry, especially in the United States, where customer expectations are...
Articles
The Rise of the Call Center Industry in the Philippines: Navigating Global Business Needs and Local Realities
In the heart of Southeast Asia, the Philippines has emerged as a global powerhouse in the call center industry. This transformation is not merely a...
Benchmarking Your Contact Center Performance
Benchmarking is a critical exercise for any contact center aiming to achieve peak performance. It involves comparing your center’s metrics and practices against industry standards...
Managing Peak Call Volumes with Ease
Handling peak call volumes effectively is a critical challenge for contact centers. These spikes in call volume can be due to various reasons, such as...
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The Impact of Customer Journey Mapping in Contact Centers
The integration of customer journey mapping in contact centers is a strategic approach that has transformed the landscape of customer service and experience. This methodology...
Measuring and Improving Average Handle Time in Call Centers
In the world of outsourcing, Average Handle Time (AHT) is a critical measure, denoting the average duration of contact with a customer. This metric, encompassing...
The Importance of Multilingual Support in Contact Centers
In the era of globalization, the ability of contact centers to offer multilingual support has become increasingly crucial. As businesses expand their reach across different...
The Ethics of Outsourcing: Balancing Profit and Social Responsibility
Outsourcing, a widely adopted business practice in the United States, presents a complex interplay between the pursuit of profit and the imperatives of social responsibility....
