BPO and CX Industry tips, guides and resources
Between employees, equipment, and technology, call centers can quickly become cost centers. If you align with the 54% of CFOs who intend to focus on cost reduction, you can’t afford to run an overly expensive …
Starting a virtual call center requires both upfront costs that you pay once and recurring fees you pay each month. First, let’s detail each of the initial and ongoing costs. Initial setup costs run between …
You’ve trained a team of call center representatives, perfected your standard operating procedures (SOPs) and service-level agreements (SLAs), and successfully signed contact center clients. You’re ready to take on new contracts and scale your business …
Remote work has become an essential part of the modern workforce, and behind the scenes, there are unsung heroes making it all possible—business process outsourcing (BPO) companies. In a recent podcast interview, Liam Martin, the …
To run a contact center that’s both efficient and cost-effective, you need to align people, processes, and resources with the company’s key business objectives. Workforce management (WFM) is crucial for the success of any call …
The BPO industry is booming, but many outsourcers still need help growing their company. Scaling beyond 1,000 seats is something that relatively few BPOs achieve, but it’s entirely possible as long as owners are prepared …
At-a-glance A leading outsourcing servicing for US dental practices embraced Time Doctor to refine the speed, consistency and impact of its remote team’s work. Dentistry Support’s story A woman-owned business dedicated to helping dental practices …
As a call center manager, you’re constantly trying to strike a balance between scheduling enough agents to handle calls and keeping your staffing budget as tight as possible. To hit your call center KPIs (key …