The impression a customer gets when communicating with support agents can make or break their experience. Call center quality assurance (QA) in call centers ensures that customers walk away happy.
The impression a customer gets when communicating with support agents can make or break their experience. Call center quality assurance (QA) in call centers ensures that customers walk away happy.
What springs to mind when you think of the Philippines? It might be images of pristine beaches, a lively culture, and kind people. However, this archipelago is more complex than it seems. The Philippines has emerged as a BPO world capital due to the...
Did you know that over 70% of customers say the quality of a company’s customer service plays a big role in whether they stick around? These days, with expectations higher than ever, outsourcing customer support has become a must for companies that...
What sets call centers apart is their agility and readiness to tap into brand-new technological innovations. The moment Natural Language Processing (NLP) and Machine Learning (ML) entered the scene, they quickly became core to customer service. In a...
Acquiring new customers is important however the benefits of retaining existing ones shouldn’t be overlooked. While keeping your acquisition cost low, existing customers offer increased brand loyalty, long-term relationships and contribute to...
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...
Content and blogging have been a mainstay for SEO and user engagement for as long as the internet existed. However, the concept of using blogging and other content types in your customer success strategy is relatively novel.
Picture the back office as the nervous system of your organization. This sophisticated network coordinates all processes within a company’s organism making it function properly.
We all enjoy social media for opening up our way to online freedom and limitless communication. In a world where every tweet, post, and story can go viral in seconds, social media content moderation has become the linchpin of digital safety. Some...
As customers are expecting more than ever, the competition is getting tougher, whether you're running a physical store or an online business. Brands, therefore, need to pull out all the stops to find ways to improve customer loyalty and nurture each...
Strange as it may seem, when some people think of business process outsourcing (BPO), they still picture just one thing—bustling call centers in far-off lands or those dreaded late-night customer service calls. But the thing is that outsourcing is...
Many things happened during these last six months, but what amazes us the most is the dramatic speed at which customer service trends are shifting. Clients opt for AI-driven platforms looking for immediate answers, but at the same time, they desire...
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?...
Think email customer service has gone out of fashion? Think again! Email has remained one of the most trustworthy communication channels for over 30 years. Even with the uprising of instant messaging tools, usually powered by AI, speed is not always...
The AI and Big Data Expo Conference, held annually in Santa Clara, California, has become a landmark event in the industry, drawing professionals from diverse sectors to explore the latest advancements in artificial intelligence and big data. This...
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...
“What is back office support?” you may ask. Just as performers rely on a dedicated crew behind the scenes to ensure a great show, companies depend on their back office teams to drive success. That said, small and midsize enterprises (SMEs) are...
As much as at its core programming revolves around 1's and 0's, quantifying the performance of development teams is a far more complicated story than one number can tell. Measuring and tracking development efficiency has been an ongoing topic of...
Did you know that 86% of shoppers are willing to pay more for great customer service? Yeah, customer service really counts—70% of their decision to buy depends on it! It doesn’t stop after they buy, either. How you handle things after the sale can...
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...
All posts matter. Every single piece of communication shared across digital channels represents a unique opportunity to captivate our intended audience or risk forfeiting their allegiance. This underscores the growing importance and sensitivity of...
Are you tired of juggling the demands of different IT projects and constantly trying to do more with less? You are not the only one. A Clutch study found that over 37% of small businesses currently outsource at least one business process, with IT...
Have you ever considered how empires are built? It’s true that tactical-minded generals make the history books. But there’s one forgotten aspect that stretches all the way back to Romans reaching out to engineers from all over the world to build...
Client relationship management (CRM) revolves around cultivating robust, enduring connections between clients and providers. Although small and medium-sized enterprises (SMEs) often prioritize acquiring new leads, nurturing meaningful partnerships...
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...
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...
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...
While cloud-based solutions have been around for quite some time now, (especially for the digital-centered industries), their most recent applications do bring a fresh and innovative conversation to the table.
Is business-oriented AI truly a game-changer for Small and Medium-sized Enterprises (SMEs)? How big is its impact today? How relevant will it be in 5-10 years? Is my company prepared to embrace this tech? As these questions circle the minds of...
Offshore outsourcing usually implies a mutual benefit for partnering businesses, offering a unique blend where each party not only achieves what they expect but often receives even more. Business process outsourcing has always been a smart way of...
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...
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...
Customer experience has been a hot topic in business conversations for over a decade. Customer expectations for CX quality are rising, and businesses are having to adapt in order to stay ahead of competitors.
Vendor outsourcing is an integral strategy for global enterprises. It refers to the process of subcontracting out certain functions or processes to external service providers. The global volume of business process outsourcing reached an amazing...
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.
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...
Customers form the core of every business. Even if your product is the best in the world, but your customer support team is not ready to convey its value and great attitude to consumers–all the efforts are meaningless. Bad customer service...
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.
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...
As the BPO sector is experiencing constant change, leaders have to adapt new management methodologies to keep up with new market demands and increased client expectations. Sticking to traditional management styles is like sailing a ship with an old...
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...
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...
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...
Mastering how to de-escalate an angry customer is an essential skill for anyone in CS service. There are many reasons why clients might be upset. It could be just a bad day, their natural way of acting, or something specific that's bothering them...
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...
Artificial Intelligence (AI) transforms every industry it touches. By incorporating AI and machine learning from advanced data analytics to automated customer support, this technology is permeating every facet of the business process outsourcing...
B2B customer service is a vital element in the business world. This form of customer care focuses on catering to the needs, challenges, and expectations of businesses that serve other businesses. In fact, according to CX practitioners, customer...
Teaching a computer to see and identify objects is growing increasingly important as artificial intelligence (AI) and machine learning (ML) find more mainstream uses. There are applications in a variety of fields, from automotive and healthcare to...
Chasing greater revenue, a fusion of traditional tactics and innovative technology stands paramount. Explore upselling techniques, where customers are enticed to consider superior product versions, and suggestive selling, where add-on options...
Marketing is a cornerstone of thriving businesses, perpetually evolving with each technological leap. With the swift rise of AI, marketing strategies and approaches have undergone a significant transformation. In our recent conversation with...
Changes in human psychology, specifically communication through messengers and online platforms, including the transition to complete digitization in various fields have significantly transformed the online travel customer experience (CX). In 2020,...
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,...
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....
Successful luxury brand companies have come to understand that the days of the high-street store being the only retail outlet are over. Online shopping has now found a firm footing in this market, but the luxury brand customer expects the same level...
Many companies choose a business business process outsourcing (BPO) provider to save money. However, the only way to truly know the impact of outsourcing is to establish and track key performance indicators (KPIs).
Many gaming studios say they care about their customers, but do they? Gaming companies that build customer-centricity into their way of working can reap proven business benefits.
By 2030, it is projected that the global market for business process outsourcing (BPO) will achieve a remarkable milestone, surging to a value of $525 billion.
For companies looking to outpace the competition, crafting the perfect product or service is only half the battle. To win—and stay winning—businesses must then strategically earn a steady flow of customers. Achieving this, of course, is...
Artificial intelligence (AI) used to be the stuff of science fiction, as writers and filmmakers alike tried to imagine how such advancements might change our world. Today, AI is not only largely responsible for how we live, work, and play in our...
Listening to the voice of the customer is crucial. Detailed VOC analytics will improve customer experience and give you a leg up on the competition.
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...
In the world of Business Process Outsourcing, success is measured by the quality of service provided, the speed of problem-solving, and the ability to meet the needs of clients. At Helpware, we understand that these elements are all intertwined with...
Advances in artificial intelligence (AI) have improved many aspects of our daily lives. The traffic app in your car that helps you get to places faster? Advertisements popping on your phone that seem to read your mind? Are social apps responding to...
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...
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...
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...
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...
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...
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...
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...
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...
It doesn’t matter if your company is customer-facing or B2B. Your greatest responsibility is protecting both your and your consumers’ personal information. Failing to do so won’t only have serious implications for you—social, financial, ethical, and...
Digital shoppers appreciate the convenience of online shopping, but they do require a personalized experience. Studies show that 56% of customers are likely to return to a business when the experience is personalized. Personalization in 2022 can...
Marketplaces are quickly becoming the best way to sell your eCommerce goods online. Amazon, eBay, and Walmart have a combined user base of over three billion monthly visitors. Research shows that 89% of users are more likely to buy something on...
Launching a startup is exhilarating and daunting at the same time. While you may be completely sold on your brilliant idea, there is little guarantee that your business will expand as quickly as you’d like—or take off at all. The good news is that...
The gaming market has exploded over the past decade. According to Statista, The worldwide gaming industry is projected to reach a value of $268.8 billion per year by 2025, increasing from $178 billion in 2021. This exponential growth is celebrated...
Customer support has come a long way, thanks to the many automation tools currently on the market. So there’s no excuse for your business not to provide top-notch assistance to all its customers. The best call center software offers multiple...
The modern consumer is both knowledgeable and empowered. They expect to be seen, understood, and catered to on a personal level. Simply put, they know they have options and aren’t afraid to explore them. Even more so, today’s shoppers have fully...
Marketing’s evolvement from traditional to digital represents the latest stop of a long journey. Throughout history, marketing kept pace with the market’s tendencies to develop new tastes and preferences. And when the pandemic changed consumers’...
The BPO industry in Africa is rapidly expanding, showcasing an impressive annual growth rate of 5.6% projected to continue between 2021 and 2028. This trend underscores the tremendous potential for businesses to tap into Africa's burgeoning BPO...
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...
Today's customers have access to a world of information at their fingertips, which makes it easy to shift brand loyalties. This reality leaves some companies wondering what they can do to retain customers and combat churn.
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...
The Business Process Outsourcing industry has experienced tremendous growth in recent years, with start-ups and global brands turning to outsourcing their operations to cut costs, streamline operations, and improve customer satisfaction. With this...
There’s much to love about working remotely—no commute, no dress code, no distracting hallway conversations. Although the COVID-19 pandemic forced most businesses into remote work, two years later, the benefits have proven too good for companies and...
Multilingual customer support is considered one of the best ways to enter foreign markets and keep clients. Currently, many developing businesses understand this more and more as they are searching for new CS solutions. It's a simple case of...
Good customer service is a crucial element in the success of online casinos. Unlike regular casinos, which have in-house customer support, online casinos rely solely on online channels to assist players. That said, many new online casinos overlook...
The global Covid-19 pandemic and the resulting stay-at-home mandates changed how we live and work. It also changed the way we shop. According to McKinsey, three-quarters of consumers experimented with new shopping behaviors during the pandemic. This...
The hospitality sector is an industry highly dependent on customer satisfaction. Great reviews are often proof of a great hotel guest experience. When more people share their positive experiences online, the hotel’s reputation dramatically improves....
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...
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,...
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...
Customer connection is often viewed as a more intangible thing than hard data like ROI since people’s feelings and emotions are harder to measure with exact numbers. However, studies show that businesses tend to look far beyond just cold sales rates.
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...
Through seemingly endless quarantine periods and citywide mandates, it’s all too easy to feel as if time has stood still for the past two years. On an individual level, perhaps that’s not entirely untrue. But, for the global health industry - as...
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...
Chat support, phone support, email support, self-service … choosing the right types of customer service and the right communication methods for your business can seem like a daunting task.
The adoption of on-demand services has grown steadily in recent years. In 2016, the total spending on on-demand services was $57.5 billion, and it's on track to hit $335 billion by 2025. Massive adoption is occurring in several sectors, including...
The gaming market is highly competitive with over 2,457 companies around the world and $30.4 billion in revenue. There are new games popping up virtually every day and one of the biggest differentiators is the customer experience (CX) they offer....
Social media is a powerful tool that has become integrated into consumers’ daily lives. Nearly 59 percent of the global population uses social media platforms, with the average user spending roughly two hours of their day browsing through their...
Today's customers have unprecedented access to information and can easily shift loyalties to new companies. In fact, studies show that 33% of US consumers tend to switch companies after even a single instance of poor service. Brands must deliver...
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...
How do you tell the difference between a good company and a great company? Good companies sell products. Great ones provide experiences. And you guessed it, the secret sauce that enables great companies to provide great experiences is none other...
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.
The COVID-19 pandemic disrupted nearly every industry in multiple ways. A particular challenge involved shifting work from the office to employees’ homes. As a result, employees set up home offices in anticipation of working from home for an...
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...
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...
In a world of cutthroat competition amid similarly-marketed products and services, excellent customer service often determines who comes out on top. It’s not enough for companies to have the best products or the most competitive prices. Not having...
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...
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...
Image recognition is transforming the way online users shop for products. In the past, you had to physically go and look for products that you wanted to buy that looked similar to something you wanted. Machine learning and data science have turned...
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...
Over the past few years, contact center outsourcing services have undergone a major transformation. With the advent of cutting-edge technologies, call center outsourcing companies in USA and other locations around the globe can now provide a much...
The food delivery business has absolutely exploded in the last few years. Food delivery revenue in the US spiked to $22.4 billion in 2021 alone, and the market size is on track to double to $320 billion in the next seven years. Doordash is one of...
When you think of excellent customer service, you probably recall the overly polite support specialist or the way your server seemed to magically reappear before your glass ever ran dry. The list runs a mile long, yet likely nowhere on it are you...
Telehealth adoption was already underway before COVID-19 hit. But the pandemic pushed telehealth use into fast-forward for providers and patients alike. Here's just one data point from a government report: Medicare visits conducted via telehealth...
The global fintech market is on track to grow at an annual rate of 20% over the next four years. There is a tremendous amount of competition as literally hundreds of startups are racing to secure funding rounds and establish themselves as dominant...
Out of necessity, the coronavirus pandemic ushered in the age of the remote team. And even as the pandemic gradually winds down, many companies have no plans to look back. According to the career site Ladders, remote work opportunities grew from 4%...
We all know that it's easier to retain an existing customer than acquire a new one. It's no surprise that rising customer acquisition costs have caused some businesses to shift their focus away from advertising budgets to improving their retention...
Chatbots are reshaping the way organizations gather valuable data and communicate with customers. A lot of industry leaders are wondering how it is possible to improve customer service with NLP. The global chatbot market is set to reach US$ 454.8...
Despite a recent dip and the general volatility of the market, cryptocurrencies, on the whole, are gaining ground. According to the International Monetary Fund, by September of 2021, the market value of crypto assets had increased ten-fold since...
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...
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...
Human history has been an ever-evolving whirlwind of tried-and-true progression. The advent of the internet has made this truer than ever, especially in the field of healthcare. Over the past 30 years, we have engineered the greatest, most rapid...
Customer expectations are skyrocketing, as the pace of digital shopping has grown immensely in recent years. Today's retail customers can easily research and buy from dozens of competing websites. That means brands have to work harder to maintain...
Government agencies are increasingly offering online services to citizens—a move that saves time and energy for both parties. Around 1.3 billion hours can potentially be freed up through automation in the US federal government alone, but the...
Phone vs. live chat, understand the pros and cons to improve customer support. Read on to learn about an integrated solution every modern online business should consider implementing—omnichannel support.
Digital technologies have made life easier for everyone. They've also made it easier for people to research products online and purchase from digital retailers. However, consumers are now accustomed to low-effort purchase experiences—like the...
Regardless of how much your company prides itself on its customer service, you should remain committed to continual improvement. To do so, organizations need to actively monitor their quality assurance (QA), or rates of customer satisfaction. Using...
Congratulations! You just landed your company a new customer. You're both excited about working together, but you still have to onboard the customer before the real partnership can begin. Unfortunately, more than 90% of customers think companies...
Healthcare companies, no matter the nature of their business, their individual specializations and fields, and the products and services they offer, face a unique set of challenges. Their processes are dynamic and ever-changing, operations are prone...
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...
In a saturated retail market full of good products with competitive prices, the only way sellers stand out is by providing an excellent customer experience. Buyers who receive good customer service tend to become loyal advocates of the brand, while...
After a lackluster 2020 due to the pandemic, 2021 saw the strongest retail growth in more than two decades. As e-Marketer reports, brick-and-mortar sales rebounded, and eCommerce growth was impressive. Total US retail sales topped $1.2 trillion, up...
The COVID-19 pandemic has arguably transformed healthcare, perhaps more than any other industry. As consumers began putting greater emphasis on convenience and the demand for easily accessible care soared, the digital health industry boomed in novel...
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...
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...
Today’s competitive market offers consumers a plethora of options. With many companies offering identical products, the one area that can distinguish a brand from its competitors is exceptional customer service. Customers who have the option of...
Cybercrime is rising in all industries, but its effect is felt acutely among financial firms. The financial sector experienced a significant one-year spike, with 74% of institutions facing a significant rise in threats, while others worried about...
COVID-19 has been one of the toughest challenges facing today’s healthcare professionals. When cases rose, many hospitals and clinics needed to adapt their practices quickly to keep patients and providers safe.
Amid a tightening economy, businesses are bracing for a slowdown. As interest rates rise, companies will need to cut back on spending. As everybody starts looking for ways to increase efficiencies following decreased budgets, many will revisit the...
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...
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...
It's a phrase that haunts any SaaS company leader: customer churn. Research shows that more than two-thirds of SaaS companies have 5% or more churn rates in a single year, while companies experiencing low growth have churn rates as high as almost...
Whether you are conscious of it or not, every single interaction a potential shopper has with your brand contributes to their overall opinion of your company. Positively or negatively—every exchange with your support team, products, services, and...
Can social media double as customer service tools? Most companies use social media to amplify their brand voice in hopes of connecting with customers. According to the 2022 Social Media Marketing Industry Report, 85% of all marketers agreed that...
As an eCommerce company, you’re always looking for ways to grow your business and make your processes more efficient. One of the biggest challenges is finding qualified and flexible employees that will work together to help scale your business. This...
How important is company culture? Is it just a matter of boosting employee morale so they can perform their work better? Is it setting up the workplace in such a way as to make it conducive to productivity and ideas generation? Or, is it instilling...
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...
It’s a given that keeping your customers happy will ensure longevity and long-term success. Your customers are the lifeblood of your business, and customer satisfaction needs to be a top priority if you want your business to thrive and grow....
If you've observed consumer-business interactions over the past few years, then you may have noticed that phone calls are still popular. As it turns out, many people still prefer to call customer support despite the popularity of modern...
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...
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...
Business process outsourcing (BPO) has taken the world by storm. Valued at over $232 billion in 2020, the BPO market is expected to further rise at an eye-popping 8.5% compound annual growth rate (CAGR) between 2021 and 2028!
Working from home (WFH) used to be a luxury that few companies offered, especially full-time. However, the COVID-19 pandemic forced many businesses to find remote solutions for employees.
When strategizing to retain and acquire new customers, you may not consider upgrading your team's customer service skills. Not prioritizing this improvement can be a major mistake. Regardless of the quality of your product, customers are more likely...
The back office is often considered the backbone of the company. It’s where all the essential administrative and customer support functions take place, and when back-office processes run smoothly, it sets your business up for financial and...
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...
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...
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...
A customer service specialist serves as an integral link between a company and its customer base. The service specialist plays an important role in creating and maintaining a good brand reputation. The role is largely responsible for customer...
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...
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...
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...
Business process outsourcing (BPO) enables companies of all sizes to outsource their back-office functions, such as customer service and accounting. The benefits are numerous: lower costs increased productivity, and the ability to focus on core...
Here is a full-proof mantra for success – change!
“I won’t complain. I just won’t come back.” – Brown & Williamson Tobacco Ad Customer support is (or should be) an integral feature of the modern business landscape. Customer service (CS) and customer experience (CX)—the two functions that comprise...
Aftersales services are the various processes that ensure customer satisfaction after you deliver goods or services. These services are provided in a follow-up communication, such as email support in most cases.
Social media trends and popular engagements are increasingly impacting how companies market their products and services. Consequently, outsourcing companies are tapping into this new marketing force to drive sales for their clients.
Great customer service is no longer just a nice-to-have ideal for companies. Instead, exceptional service is a must for every and can be the differentiating factor that determines success or failure. Just consider these statistics:
How do you measure business success? Many people will argue for profitability. It is, after all, the main reason for going into business. However, using that definition automatically excludes it as a metric. Why? Simple. Profitability is not a...
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...
It's a well-known fact that customer service is the foundation of any successful business. As evidence, consumer research from PricewaterhouseCoopers (PwC) revealed that 86% of people are willing to spend more money on brands that provide...
No matter the sector, outsourcing has the power to help businesses through some of the most difficult industry demands. Indeed, statistics reveal that outsourcing as a solution is being prioritized on a global scale.
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...
First came the Internet of Things. Then came the Internet of Medical Things. Just as our understanding of biology and medicine has rapidly transformed over the past 100 years, so has our approach to healthcare. It is changing from a...
There is no doubt that customer support is integral to business success. However, providing quality customer support can be expensive and time-consuming especially when it needs to be performed across numerous channels. This is where outsourcing...
Do you have an eCommerce business? Do you want to get started outsourcing but don't know where to begin? Are you curious about the best practices for outsourcing? In today's competitive eCommerce environment, companies need to focus on their core...
Small business leaders looking to scale ought to look at business process outsourcing (BPO). As a growth strategy, BPO allows enterprises to quickly scale without having to take large risks or lose productivity. In fact, BPO is so effective that its...
When you have received excellent customer service, you know it. You leave the interaction or phone conversation with a glow, tears in the eyes, and you can’t help but say great things about the company after the interaction. Here are some lovely...
Why outsource customer services and support to Support Centers? Find out why the best solution for small companies is to have access to required experience and technology within the budget - Outsourcing Customer Service Centers. Don't hesitate......
Fintech, or financial technology, is the development of new technology that helps financial services achieve their objectives. Companies use these tools and services to improve, automate finances and streamline processes related to finances.
Today's financial industry is in the midst of a massive shift as consumers turn to the fintech sector for personalized finances without traditional fees. In fact, fintech is one of the world's fastest-growing markets, with an annual growth rate of...
A happy worker is a productive worker. This should seem like common sense! Employee satisfaction and productivity go hand-in-hand, which is why employers should always keep an eye on their workers’ satisfaction.
Customer service is perhaps one of the most crucial aspects of any business. But with already stretched employees dividing time between handling core business processes and managing administrative tasks, it can be difficult for them to actively...
Let’s consider the modern worker. They expect a lot more from their workplace: more choice, more control, and more flexibility about how, where, and when they work. In fact, as business operations slowly return to normal, remote workers are now...
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...
As an ecommerce company, you’re always looking for ways to grow your business and make your processes more efficient. One of the biggest challenges is finding qualified and flexible employees that will work together to help scale your business. This...
Change is inherently unsettling, and in a world where work is no longer bound or defined by proximity or time zone, many myths circling the business process outsourcing industry stubbornly persist.
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...
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...
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....
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...
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...
The surge in shifting to remote jobs arrangements driven largely by COVID-19, but already evident before the pandemic, has caught many companies napping. The challenges that accompanied this sudden rise have forced them out of their slumber,...
Globalization, advancements in tech, and now Covid-19, have forced organizations to rethink their strategies and change the way they operate. When strategy changes, organizational structures, employee roles, and job functions should be realigned...
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...
A capable answering service provider makes customers feel like they’ve called your office directly. Do you feel that you lose business by not being able to take calls outside office hours? Does the thought of expanding your staff to include customer...
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...
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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