Why Saving Money by Outsourcing Does Not Mean Compromising Service

Research shows that outsourcing your customer service can save you up to 60% in operating costs. Based on statistics, companies can expect to save between 50% and 60% of operating costs when they outsource their staff. That is why companies resort to this solution to lower their expenses.  In the proper context, using outsourcing is […]

How Can You Expect Your Contact Center Executives to Know the Best

According to Time Doctor, 50% of customers have higher expectations for customer support today than the previous years. It goes to show that the need for reliable support is growing. However, companies seemed to be coming up short with it because only 26% of consumers had positive feedback compared to the 49% who had otherwise. […]

How Do You Make Self Service a Preferred Option For Customers

Did you know that 91% of organizations considered web self-service as a substantial investment? More than 60% of consumers prefer this automated customer service in websites and mobile apps for simple tasks in the US. It is not surprising to know that in 2017, it surpassed human-assisted customer care.  Companies should recognize the great potential […]

Why Outsourcing Your Contact Center Makes Sense

Are you aware that the global call center market, composed of contact centers, customer interaction centers, and multimedia access centers, is foreseen to peak at around $496 billion by the year 2027? The Covid-19 pandemic propelled this prediction to allow businesses to adapt to their changing needs.  Outsourcing contact centers involves hiring third-party companies to […]

Why Your Contact Center Needs Speech Analytics

According to research done by MarketsandMarkets, the global speech analytics market size will grow from $1.5 billion in 2020 to $3.8 billion by 2025, at a Compound Annual Growth Rate of 20.2% during the forecast period. The increase is not surprising because of the growing need for customer service improvement.  Speech analytics is useful to […]

Top 9 Trends in Contact Center for 2021/2022

Did you know that a survey conducted in the US says that around 44% of individuals prefer customer service via phone call as their primary channel? That is 21% higher than other channels available and, where live chat is the second at 23%. These numbers might give you a hint on what to expect in […]