Call centers around the world have been through a great deal over the past 2 years. The pandemic and the sudden need to move tens of thousands of their people to a work-at-home environment have forced all companies to take a serious look at their operations, people practices, technology and so much more. In this …
The “Dumb” Things Call Centers Still Do but Shouldn’t Read More »
In this episode, we are joined by Emily Keller, LinkedIn’s Head of Talent Solutions Enterprise Customer Success. We discuss the complex relationship that many companies today have with their customers and how these complexities have forced organizations to think more holistically and proactively relative to their customer management strategy. As Emily tells us, it’s not just …
Our special guest for this episode is Jeff Velodota, the Director of Sales and Marketing for one of our call center outsource partners; Telecom INC. Along with Doug Deker (President of Call Center Power and outsourcing GURU), we explore how performing the due diligence process on a potential BPO outsource partner has changed pre vs …
Sourcing a Call Center Outsource Partner in a Post Pandemic World Read More »
Africa is quickly becoming a new HUB for the call center industry. However, through misperception or inexperience, many “call center” people around the world are unaware of what this burgeoning market has to offer. Well, the African people are working to change that. Africa is a huge place with diverse cultures, a highly educated workforce, …
Africa is quickly becoming a new HUB for the call center industry. However, through misperception or inexperience, many “call center” people around the world are unaware of what this burgeoning market has to offer. Well, the African people are working to change that. Africa is a huge place with diverse cultures, a highly educated workforce, …
Building a Call Center Industry Through a Community Approach Read More »
Africa is quickly becoming a new HUB for the call center industry. However, through misperception or inexperience, many “call center” people around the world are unaware of what this burgeoning market has to offer. Well, the African people are working to change that. Africa is a huge place with diverse cultures, a highly educated workforce, …
Africa – The New Lion of the Call Center Industry Read More »
Welcome to the Call Center Corner Podcast where hosts Doug Deker and Brian Redden invite experts from the call center industry to discuss the application of professional services that create a Center of Excellence, as well as share insights in the call center technology, trends, and operations. Brian: Welcome to the Call Center Corner …
As your business evolves and the demand for your product grows, it can become difficult to keep up with the increased need for customer support. In order to meet this need, it can be largely beneficial for your company to outsource its call center systems. If you know you are ready for that step, check …
2 MIN. READ Call center staffing can be a notoriously difficult puzzle to solve. However, accurately forecasting the demand for staff, particularly during peak periods, is critical for call center success. Understaffing a contact center increases both customer and employee attrition, whereas overstaffing wastes money. Some health plans, medical groups, and companies attempt to determine …
Calculating Call Center Staffing to Support Patients and Employees Read More »
2 MIN. READ Health care continues to move forward as a value-based industry with key standards regarding patients. On top of reimbursements from Medicaid and other entities explicitly tied to patient satisfaction, patients are customers and have the option to move providers if they are unhappy. Patient retention becomes a driving goal for strategic operations …
Successful Call Centers Affect Patient Retention Read More »
