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Get perspectives from leaders in the business process outsourcing and customer experience market.

    Customer Service Outsourcing Benefits

    10 Benefits of Outsourcing Customer Service in 2024

    Customer support plays a decisive role in business growth. Why do companies outsource customer service, then? If it truly is such a meaningful component of the business success equation, shouldn't brands handle customer service with their own hands?...

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    Golden Rules of Customer Service

    10 Golden Rules of Customer Service in 2024

    An honest “thank you” coming from a client has never been harder to get. Rules of customer service are being redefined by the minute. Requests, queries, and expectations mutate so rapidly that some companies, especially small and medium-sized...

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    CX digitization guide

    Digitizing Customer Experience: Key Trends & Benefits

    In the ever-evolving landscape of customer service, the true competitive advantage lies in embracing the synergy between cutting-edge technologies and the irreplaceable human touch. Businesses that successfully navigate this balance not only drive...

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    Fintech App Development in 2024: The Complete Guide

    Few industries compare to the world of financial technology (fintech) when it comes to the pace and speed of innovation. From mobile banking and peer-to-peer lending to AI-powered robo-advisors, fintech apps have revolutionized in just over a decade...

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    Top 10 Healthcare Call Center Outsourcing Companies

    Healthcare call center outsourcing operates with a quite peculiar pulse. Whether medical professionals venture into private startups or join the board of public healthcare institutions, they quickly realize that expertise in wellness alone isn't...

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    Pros and cons of outsourcing for businesses

    Top Advantages and Disadvantages of Outsourcing

    Who doesn't need an extra pair of hands now and then? Especially when it comes to Small and Medium-sized Enterprises (SMEs) development, understanding the benefits of outsourcing represents crucial knowledge that may have a deep impact on the...

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    Automated Customer Service

    The Ultimate Guide to Customer Service Automation

    Understanding customers' needs is the main aim of customer service automation. Modern businesses are on the lookout for new methods that will make their customer support more personalized and tailored. Even simple but AI-powered customer feedback...

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    Accent Neutralization AI Technology in Contact Centers

    What are customers seeking when they contact a CSR? It’s a no-brainer that the secret sauce to success in customer service has one evident and basic element: clear and understandable communication. It’s pretty hard to come to terms if there’s a gap...

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    10 tips how to reduce customer churn

    10 Tips to Reduce Customer Churn in 2024

    What is customer churn? Why is it a critical issue for businesses? In commerce, this term represents the rate at which customers discontinue their relationship with a company or cease using its services or products.

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    Enhancing Employee Experience through Generative AI

    Success and progress in business and employee development are never about remaining static or clinging to comfort zones. True growth lies in our ability to embrace new approaches and change, even when it's difficult or discomforting. It's about...

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    Marketing Outsourcing Guide

    Outsourcing Marketing: A Real-World Guide for 2024

    For all market players, major and minor, Internet marketing is a necessity. Nonetheless, finding and supporting a full-time team is usually ineffective. It entails vast operating expenses and distracts from your primary business functions.

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    8 Benefits of HR Outsourcing in 2024

    Outsourcing HR functions occurs when a company engages a third-party HR expert to handle HR responsibilities for the organization. For your business to achieve all it can, you need the strongest team on your side — qualified, enthusiastic employees...

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    Green-Thinking BPOs: Crafting a Sustainable Future

    Today's world is increasingly environmentally conscious and it's important for industries across the board to prioritize sustainability and environmental stewardship. Business Process Outsourcing (BPO) companies, as integral players in the global...

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    top inbound call center services

    10 Best Inbound Call Center Services in 2024

    Good inbound call center services are not just recommended to have; they're absolutely vital for modern businesses that want to stay competitive in today's economic conditions. For many companies the statement "customer needs come first" is not just...

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    Six Useful Metrics to Measure Customer Experience

    Why do we measure customer experience, you ask? Well, because market competition has never been higher, and failing to do so will leave your business in the dust, full stop. That’s because what the buyer actually experiences during the process...

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    Outsourcing for Startups

    Outsourcing for Startups: Benefits and Key Functions

    Outsourcing for startups has become an effective approach especially for those aiming to focus on core businesses and their primary tasks, all while preserving flexibility and cost efficiency. While external hiring was once seen as a privilege only...

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    12 Creative Ways to Keep Your Customers Happy

    If you keep your customers happy, they can spread positive word of mouth online, provide repeat business, and increase purchases. In the past, businesses flourished by merely addressing specific needs; however, in today's competitive landscape,...

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    Managing Employees Effectively in the Remote Work Era

    The digital transformation of the workplace is not just a trend; it's a strategic need, especially in the BPO sector. The year 2023 saw 35% of U.S. workers predominantly engaged in remote work, based on fresh data from a Pew Research Center study....

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    6 Ways Call Center Technology Will Change In 2023

    Call centers have played a crucial role in the business world for decades, especially as technology has evolved. Today, they aim to educate and foster smooth communication between companies and consumers. Call centers are the frontline of a...

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    Team Management in a Time of War Crisis

    When the war in Ukraine unfolded on February 24, 2022, it jolted global businesses with operations in the country like an unexpected earthquake. Multinational corporations faced the dual challenges of ensuring their employees' safety and keeping...

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    Put Sentiment Analysis to Work for Your Retail Brand

    Sentiment analysis is a powerful tool that allows brands to understand their audiences' positive or negative perceptions. While sentiment analysis can benefit companies in any sector, retail companies may find it especially important since customers...

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    Tips on how to get the most out of the knowledge base

    When customers need answers, they want convenience almost as much as the answers themselves. They want to receive the help they need without being put on endless call holds waiting for support. You can’t blame them—dinner’s in the oven and the kids...

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    Top 4 Reasons to Outsource Order Management

    An estimated 165 billion packages are shipped in the US every year. And that number is growing at a rate of about 20% year-over-year. One of the reasons is that more people are shopping online than ever before, with an estimated 80% of the US...

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    Top Effective Digital Marketing Techniques

    Today, it’s impossible to neglect the digital realm in your marketing strategy. Modern consumers are spending more time than ever online, which is where you’ll reach them quickly and effectively. On the one hand, digital marketing provides exciting...

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    Top 10 Technical Support Companies in the USA 2024

    As technology continues to play an increasingly vital role in our lives, the task of finding top technical support companies for businesses has become essential. However, with a multitude of options available, it can be challenging to identify the...

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    How to Transform Your Customer Experience with Web3

    Web3, also known as Web 3.0 is taking over the internet bit by bit. Its aim to decentralize the internet and give more power to the people has it being touted as the way of the future. Needless to say, it begs a lot of questions. At the top of that...

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    5 Tips for Cultivating a High-Performance Culture

    The workplace dynamic is constantly evolving, and building a culture that promotes high performance can mean the difference between success and failure. It's not easy, but transforming the company culture is worth the effort. It requires leaders who...

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    TOP 10 Call Center Outsourcing Companies in 2024

    If you're looking to improve customer experience or optimize your operations, it's worth considering options beyond your own company. Today, outsourcing customer support to one of the top call center outsourcing companies is definitely a smart...

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    Measuring Call Center Performance: 7 Top Metrics

    Call center agents played a vital role during the pandemic, when many customers were otherwise cut off from outside services. This included bank accounts, utility subscriptions, and other transactions made outside the home, where call centers...

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    Top 5 Call Center Software for 2024

    Providing a good customer experience goes beyond simply making the sale. You also need to ensure customers are supported when they have post-purchase queries or issues. As a result, call centers are essential for most businesses. While it’s a good...

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    Stats that Show the Value of Live Chat

    Live chat has taken off as one of the most critical customer service communications channels. The latest stats suggest that every company should offer live chat as part of their service mix. Beyond the numbers, live chat also provides proven...

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    Automated Data Labeling vs Manual Data Labeling

    Artificial intelligence (AI) continues to push the boundaries of our technological capabilities. One radically transformative AI field is computer vision, where computers and systems construct meaning from the visual information around them. Then,...

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    Advantages of Outsourcing Hotel Management Operations

    The hospitality business is one of the most customer-facing industries. Each establishment’s reputation is often based on how well it treats guests. However, a hotel’s performance is only as good as its customer reviews. This is why most hotel...

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    Customer Success: What It Is and Why It Matters

    As customer expectations soar through the roof and customer needs become more complex, companies struggle to service each person properly. The challenge is not only on the front end of onboarding new customers but also on reaching out to every...

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    How Outsourcing Helps Companies Scale

    Companies on a high-growth trajectory often rely on outsourcing as they scale. According to a survey by Deloitte, 70% of companies outsource to save money. Other common reasons for outsourcing include flexibility, speed to market, and access to...

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    Should You Invest in a Multichannel Contact Center?

    In the digital age of information, an effective business strategy places a strong emphasis on meeting customers and their needs where they are. Consumers have become accustomed to accessing anything at any time from anywhere. They can shop while...

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    What Is Customer Sentiment?

    According to a PWC report, around 73% of consumers consider customer experience an essential factor in their buying decisions. Moreover, 65% of consumers find a positive experience with a brand to be more influential than great marketing.

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    Why is Customer Lifetime Value So Important?

    For any business to succeed, several culminating factors must harmonize. Gathering data about what your customers need, what resonates with them best, and analyzing these findings are important steps in gauging how well your business is doing. One...

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    5 Top Customer Support Languages Every Company Needs

    Having an international presence is a major opportunity for growth for any company—but not if your customers cannot access support in the language they speak. Even within a single country, customers can come from a wide range of language groups. In...

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    What's Next for NFTs?

    NFTs (non-fungible tokens) went from a very fringe concept to a widely accepted aspect of the world of cryptocurrency. NFTs are used for many things—from game tickets to digital art to supporting tech startups. And there are a lot of interesting...

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    5 Tips on How to Deliver Great Customer Service

    There are a million things that differentiate businesses from one another, and a million more that divide industries entirely. Within this sea of opposition, they all share one truth: customers are their lifeblood. Whether you are in the business of...

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    Tips for Using a Customer Journey Map Correctly

    Customers are the greatest, most indispensable aspect of any company. It doesn’t matter how big you are or how promising your product is—without them, you cease to exist. So, you must understand your customers, their needs and desires, as well as...

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    10 Ways to Improve Digital Patient Experience

    When you think of excellent customer service, you probably recall the overly polite support specialist or the way your server seemed to magically reappear before your glass ever ran dry. The list runs a mile long, yet likely nowhere on it are you...

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    Is Telehealth Here to Stay?

    Telehealth adoption was already underway before COVID-19 hit. But the pandemic pushed telehealth use into fast-forward for providers and patients alike. Here's just one data point from a government report: Medicare visits conducted via telehealth...

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    Maintaining a Competitive Advantage in FinTech

    The global fintech market is on track to grow at an annual rate of 20% over the next four years. There is a tremendous amount of competition as literally hundreds of startups are racing to secure funding rounds and establish themselves as dominant...

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    4 Tools to Better Support Your Remote Team

    Out of necessity, the coronavirus pandemic ushered in the age of the remote team. And even as the pandemic gradually winds down, many companies have no plans to look back. According to the career site Ladders, remote work opportunities grew from 4%...

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    What SaaS Companies Need to Know About CSAT

    We all know that it's easier to retain an existing customer than acquire a new one. It's no surprise that rising customer acquisition costs have caused some businesses to shift their focus away from advertising budgets to improving their retention...

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    Improving Customer Service With NLP

    Chatbots are reshaping the way organizations gather valuable data and communicate with customers. A lot of industry leaders are wondering how it is possible to improve customer service with NLP. The global chatbot market is set to reach US$ 454.8...

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    How to Prevent Burnout in the Workplace

    High levels of workplace stress have left many seeking advice on how to prevent burnout. Feeling anxious about deadlines, presentations, or a busy schedule every so often is normal and can positively drive us to perform well. However, when stressors...

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    How Gaming Studios Can Measure Customer Engagement

    In the digital era, where so many aspects of life have an online component, companies that can track what their customers are up to have a huge advantage. For gaming studios, the potential is endless: specific metrics can track customer engagement...

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    9 Best Chat Tools to Improve Customer Service

    Exceptional customer service is key to curating an industry-leading reputation. Positive public perception is key to fostering an expansive, loyal customer base. An expansive, loyal customer base is key to a healthy bottom line. So, how do we...

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    Proven Ways to Increase Your Customer Lifetime Value

    Customers are the lifeblood of every business. For a business to survive, it needs to improve customer satisfaction. However, few businesses understand that it is much better to focus on customer retention rather than customer acquisition. Because...

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    Top Opportunities for Data Labeling in 2022

    With artificial intelligence (AI) and machine learning (ML) technology gradually seeping into our daily lives, data and its appropriate use can cause a substantial impact on a company’s bottom line. ML algorithms can effectively use accurately...

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    The Value of Outsourcing Order Processing

    At first glance, order processing seems like a behind-the-scenes function, but it truly is critical to the overall customer experience. The reason: Shipping speed has become a key driver of customer experience for digital retail. However, shipping...

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    How BPO Can Transform Your Fintech Business

    Increasing demand for fintech business services has left many organizations scrambling to attract the right talent. The shortage in tech talent negatively impacts hiring managers across organizations of varying sizes, too. Large and small companies...

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    Why the Patient Experience Matters in Healthcare

    All over the world, there are different types of healthcare systems, ranging from basic to advanced. However, they all have one common factor: They aim to provide the best possible care to the patient. Thanks to the proliferation of internet...

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    Why Today's Best AI Solutions Have Humans in the Loop

    One of the biggest misconceptions in the field of artificial intelligence (AI) is that machines can do all the work themselves. The exact opposite is true. Yes, AI and machine learning have advanced capabilities to automate processes and tasks that...

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    Why Gaming Companies Need Top-Notch Customer Support

    Did you know there were nearly three billion gaming players estimated around the globe in 2021? That figure represents a 5.3% increase over 2020, which saw a hike in gamers due to the COVID-19 pandemic, according to NewZoo's 2021 Global Games Market...

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    What's the Future of the On-Demand Economy?

    A lot has changed since the 1990s dot com boom. Technology has improved dramatically (think: internet of things, cloud technologies, and artificial intelligence), offering convenience and efficiency to consumers. At the same time, consumer...

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    How to Achieve an Effective Customer Care Plan

    The benefits of a well-structured customer care plan are essential as they assist in retaining customers and creating loyal brand ambassadors, both of which are essential to the long-term success of your business. The survival rate of small...

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    5 Types of Human Data Labeling for Effective AI

    AI is increasingly becoming an essential aspect of doing business. Already, over 77% of all devices we use feature AI in one form or another. By 2025 the global AI market is expected to reach $60 billion. And one of the most-used personal assistants...

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    Are the High Rates of Online Shopping Here to Stay?

    When the COVID-19 pandemic took the world by surprise, many locales implemented stay-at-home recommendations that kept people from visiting brick-and-mortar stores. As a result, people turned to the internet to order everything from toilet paper to...

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    Which Back Office Functions Should You Outsource?

    Many companies benefit from outsourcing back-office functions — an approach that allows them to focus on core functions and attain efficiencies. According to a recent survey report, companies choose to outsource mainly to improve efficiency (24%)...

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    BPO: The Key to Your Future Success in eCommerce

    How do you define eCommerce success? Is it merely getting the most customers, the most orders, or having the best online feedback? In today's competitive marketplace where up to 90% of all startups fail within the first four months, it‘s essential...

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    How Artificial Intelligence Can Transform Healthcare

    Technology, specifically artificial intelligence (AI), provides a promise for a better future in healthcare. By using advanced algorithms, machine learning (ML), and more, AI can help improve both the patient experience and care. As the world turns...

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    Five Live Chat Support Trends Everyone Should Know

    Today's online shoppers expect to receive help when they want it, fast responses, and interactions with real people. No wonder they love businesses that offer live chat. The truth is that phone and email support are losing traction with prospective...

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    How Government Agencies Can Elevate Citizen Service

    In business, customers simply vote with their feet and head off to the competition if a company doesn't meet their expectations. Government agencies have no such competition, yet it's even more crucial for them to provide top-notch service. When...

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    5 Reasons Why You Should Switch to Live Chat

    The online world is big, global, and 24/7 – this makes communicating with your customers critical to running a successful business. From developing a strong brand image to managing customer relationships, there’s no getting away from the importance...

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    How to Choose a BPO Partner - A Guide for 2024

    In a world where cost, speed, quality, and flexibility, are more important than geography, the trend to outsource business processes is gaining traction. The fallout from COVID-19 has signaled a sharp pivot to the basics: bolstering value and...

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    10 Advantages of Business Process Outsourcing (BPO)

    Business Process Outsourcing (BPO) has taken the business world by storm. Organizations across the globe are increasingly looking to leverage the benefits of outsourcing. Understanding the advantages that Business Process Outsourcing can have on...

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    What Is the 13th Month Pay, and Can You Count on It?

    Tapping the international talent marketplace offers businesses a slew of advantages such as better diversity, improved productivity, and increased profitability. However, before you reap these benefits, you must first comply with the host country’s...

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    The Benefits of Cross-Channel Customer Support

    There has been a seismic shift in the way customers reach out and interact with brands. Gone are the days of simply connecting with customer support via phone, stating your case, being put on hold, and finally being connected with a support agent....

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    Effective Communication in Customer Success

    Effective communication skills are essential in any customer success team. Your customer success team must be able to communicate effectively with customers, colleagues, and other stakeholders. Clear (or poor communication) between team members as...

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    ABCs Of Microtasking, Its Benefits And Future Trends

    The only constant in business is change. What works one quarter may be obsolete by the next quarter, and the company that maintains flexibility in the face of shifting markets is the one that will thrive. Microtasking -- the process of breaking a...

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    The Advantages of Building a Distributed Team

    The 2020 coronavirus pandemic has challenged and transformed our way of working. With quarantine and lockdown protocols restricting our movements, companies have had to find ways to continue operating without risking their employees' health while...

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    The Keys to Successful Business Process Outsourcing

    Small businesses and large corporations alike could use a little help from time to time. This is why business process outsourcing (BPO) has grown to become a multi-billion dollar industry. Even amid the pandemic in 2020, the global BPO market was...

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    How to Boost Business Growth with Customer Support

    Customer support does more than just solve problems - it can generate business. For an exceptional customer service experience to happen, many elements need to come together and the contact center serves as an important platform for engagement and...

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