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921 articles
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All Insights Call Centers & BPO Healthcare Ecommerce & Retail Insurance
ARTICLES 7-min read Efficient Bilingual Support Provided by Call Centers Most North American support programs need a second language long before they need a tenth, and Spanish is… Read article → ARTICLES 9-min read The Next Wave of Call Center Technology in Customer Support Conversational voice AI, agentic workflows that complete tasks, big-data personalization, elastic cloud capacity and visual assistance will reach… Read article → ARTICLES 8-min read Emerging Trends in Call Center Customer Service Ten shifts are changing how customer service desks are run and bought, and the emerging trends in call… Read article → AI & DATA 9-min read AI-Powered Sentiment Analysis for Customer Feedback Sentiment scoring tells you how people feel about your brand at a volume no survey team could ever… Read article → ARTICLES 9-min read Scaling Up Your Outsourced Customer Support Team Most ramps fail in the third week, when the new cohort hits the queue before the quality loop… Read article → ARTICLES 7-min read What Makes a Strong Call Center Agent: The Skills and Traits Buyers Should Demand A strong call center agent combines a few teachable skills with a handful of traits that are very… Read article → ARTICLES 8-min read Esprit de Corps: Mastering the Stages of Team Development in Offshore Agent Teams Every new offshore agent team moves through predictable stages of team development before it delivers the quality you… Read article → ARTICLES 9-min read Where are the Call Centers in the Philippines…And Why? Most of the seats are in Metro Manila, a second tier sits in Cebu and Clark, and a… Read article → ARTICLES 8-min read A Look At Filipino Call Centers – Capabilities And Attractiveness Filipino call centers take the inbound and outbound calls of companies based elsewhere, most often in the United… Read article →
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