It’s no secret that customer experience (CX) can significantly influence your brand image, customer loyalty, and bottom line. And with customer experience analytics, you can better understand how to improve the customer experience. You’ll gain insights into the customer’s point of view, experience, and what pain points they face with your offerings. In this article, we’ll discuss the top 3 benefits of customer journey analytics and how to analyze customer experience.

Outsourcing customer support to top-notch call center outsourcing companies like Helpware, XACT, or WOW24-7 is a smart way to provide exceptional service in a cost-effective manner. These companies come at various price points and offer new, innovative solutions to customer queries. Naturally, with so many options, it can be challenging to find the right service partner for your needs. Don’t worry. In this article, we’ll highlight 15 top call center outsourcing companies across the globe.

The money your business owes its vendors/suppliers is known as its Accounts Payable or AP. On your balance sheet, this is a liability. As a result, companies often consider Accounts Payable a back-office cost center. Fortunately, using innovative outsourcing practices, accounts payable BPO service providers can help you cut costs while delivering fast and accurate invoice processing services.

Call avoidance in call centers involves not attending customers’ phone calls intentionally. This can increase the average waiting time or number of calls your support team doesn’t attend and decrease customer satisfaction. Typical examples of call avoidance by agents include logging into voicemail to avoid a call, intentionally taking too long to record post-interaction work, taking excessive breaks, etc.

We are familiar with technological evolution — the advancement in technology, the lightning-fast information exchange, and the subsequent changes in the way we live, and work today. It takes time to catch up with the changes, but eventually, it works well for most of us.

Providing an excellent customer experience (CX) is crucial for customer retention and gaining new business. Fortunately, you can use customer experience metrics to determine how effective your customer experience initiatives are and what needs improvement. You can gain insights into how satisfied customers are with your offerings, how likely they’re to recommend your company, and more. In this article, we’ll explore what customer experience metrics are and highlight 11 key CX metrics.

An essential part of the software development process, testing allows you to catch software bugs and other issues before the product is released. While this process can be time-consuming and expensive, software testing outsourcing can help you cut costs without compromising testing quality. In this article, we’ll explain what software testing outsourcing is and highlight 20 commonly outsourced testing services.

Nothing beats email marketing for growing your brand, selling your products, or connecting with prospects and customers equally. Email marketing is among the most popular and efficient marketing techniques. Email is also one of the most widely used ways of corporate communication. Every day, around 105 billion emails are sent worldwide.

Excellent customer support is essential for the growth of all businesses. And while relying on spreadsheets and other documents to keep track of customers might get the job done, it surely isn’t the best approach. Instead, you need customer support software that helps you streamline communication, manage your knowledge base, and take the right steps to improve customer experience. But with various tools available today, which one is the best for your business?

The COVID-19 pandemic has greatly affected the lives of so many people around the world. Not only did it put a stop to leisurely travel, but it also caused the closure of so many establishments. And this also resulted in employers having no choice but to let go of their staff. Instead of choosing to hire locals, many employers turned to the trend of contract staffing. With this option, they can have a global reach in terms of talent and specializations.

While they were traditionally in-house functions, an increasing number of businesses today outsource their finance and accounting operations to third-party services providers. And for good reason. Accounting outsourcing offers multiple long-term benefits, such as cost-effectiveness and better flexibility. However, as a CEO or CFO, you have to consider several factors before deciding on outsourcing your financial and accounting operations.

Regardless of the team size, an SOP (Standard Operating Procedure) is essential for all call centers. A call center SOP is a document that contains guidelines about business processes, administrative activities, and other information that help the agency run smoothly. In this article, we’ll explain what a call center SOP is and why you need one. We’ll also highlight the nine key points to include in your SOP, along with four actionable tips for drafting it.

Worried about whether your remote workforce is working or not? Don’t be! With the right employee monitoring software, you can easily keep track of your remote workforce. These software track and monitor how much time a remote worker spends on a specific task, site or app. This helps you get a better idea of what they’re up to during work hours. In this article, we’ll give you 10 tools to monitor your remote employees and ensure they’re always productive.

For any professional hailing from any industry, the number of hours they work on a given day is important. After all, it often forms the basis for the calculation of their salaries. However, while in most occupations this computation is simple — summing the total hours worked and multiplying it by the per hour wage — there are several industries where it is a tad more complicated. A career in law is a prime example of the same.

Call center services are one of the most widely outsourced business operations. But why? Outsourcing call center services has many benefits that can make managing your customer support cost-effective and convenient. Usually, businesses that opt for call center outsourcing services see an improvement in customer retention. They also observe a steady increase in brand loyalty. In this article, we’ll explore what call center outsourcing services are and the top three call center service providers.

We all feel the pressures of “speeding up” and are often being told to “optimize our productivity” and “maximize our efficiency”. How are we supposed to meet all of these demands? All of these pressures can cause us to feel a lot of stress and anxiety. Our solution to optimize your productivity while decreasing levels of stress at work is…. drum roll, please…. CHANGE UP YOUR WORK ENVIRONMENT. Simple right?

Data entry involves high volumes of data conversion and management. As a result, it’s often a time-consuming task that requires dedicated staff. However, hiring a full-time data entry professional or a team of professionals can be expensive for most businesses. Fortunately, BPO data entry can help you out here. You can outsource your data entry requirements to specialized service providers in business process outsourcing (BPO) centers.

IT outsourcing provides SMBs and large businesses the necessary support to focus on their core business needs. It’s one of the reasons why most companies outsource their IT tasks to a dedicated service provider or freelancers. However, IT outsourcing comes with its own set of challenges — especially if you’re outsourcing to a foreign country. In this article, we’ll cover everything you need to know about IT outsourcing.

Today, businesses operate in globalized markets and have several ways to manage their business processes. Insourcing and outsourcing are two such sourcing practices, each with its own merits. But you may be wondering, which one’s the best fit for your business? Don’t worry. Our detailed insourcing vs outsourcing comparison will help you make that decision. In this article, we’ll give you a head-to-head insourcing vs outsourcing comparison and discuss their pros and cons.

Customer service tracking software helps organizations collect, manage, and respond to customer support requests. Customer support tools can also gather tickets from various communication channels like emails and phone calls and organize them on a single platform. But with so many customer support tools out there, which one should you pick? Don’t worry. We’ve got you covered.

BPO or Business Process Outsourcing involves hiring a third party to perform a business function for you. Today, even small businesses and startups have realized the viability of BPO to save costs. But if you’re thinking of outsourcing, you first need to have a BPO agreement in place. Not sure how to draft one? Don’t worry. We’re here to help. In this article, we’ll take you through the important points to include in a BPO agreement.

Looking for the best RescueTime alternative? While RescueTime is a user-friendly time tracker, it isn’t perfect. It’s not great for task tracking, and doesn’t have any payroll features or many integrations. That’s why we’ve compiled this list of powerful RescueTime alternatives to help you track time and boost productivity in no time!

A customer’s perception of your brand, including everything from social media ads to eventual purchases, is called customer experience (CX). On the other hand, customer service is simply a customer’s interaction with someone from your customer service team. That individual may be helpful, but your company should follow that with personalization or feedback implementation to create a holistic positive customer experience.

Telecommuting has increased in popularity among employees and employers. Rather than sitting on congested highways during morning and evening commutes, modern workers can go to work at home, using technology to connect them with coworkers, customers and suppliers. Employees can spend the reclaimed time with family and friends or fulfilling personal obligations.

Worried about how to monitor employees working from home? Don’t be! With the right employee monitoring software, you can easily keep track of your remote workforce. And from reducing micromanagement to boosting remote employee productivity, it offers several benefits for both employees and employers. However, before you can monitor remote employees, you must be aware of all the legal aspects surrounding it. Don’t worry.

With the growing and busy times, productivity is something everyone looks forward to. It doesn’t matter if you are working or in school or just trying to develop a hobby, you can find a way to be productive in multiple ways. To enhance one’s productivity and skills certain productivity tools have been developed digitally that can not only help plan your day ahead but also keep track of your progress.

One of the questions businesses are constantly asking themselves is, “how to improve customer satisfaction?”. Firms place a lot of emphasis on improving customer satisfaction because happy customers are more likely to continue with them. And not only do high levels of satisfaction help you retain customers, but it also helps you save costs — after all, attracting one new customer is a lot more expensive than retaining an existing customer.

Want to maximise returns from your business? Get the best talent to work for you without offering the top salaries? Have a happier, healthier team bring its A-game every day without hefty perks? All that sounds a little too much to ask for. But I’ll tell you how I have made it all happen. I launched Runrepeat.com less than 3 years ago. Today, it’s the biggest and the most trusted aggregator of running shoe reviews. We have grown from a remote team of 5 to more than 50 employees.