Minion-Sized Problems, Mega-Sized Solutions: Call Center Lessons from the Yellow Side
If you’ve ever stepped into a bustling contact center and felt like you were witnessing an animated film, come to […]
Contact Center
After Call Work (ACW): The Hidden Time-Sink in Contact Centers
You’ve hung up the call, but the work isn’t over yet. For every minute an agent spends talking to a
How Indian BPMs Are Becoming Global Powerhouses
The Indian Business Process Management (BPM) industry has undergone a dramatic transformation. What once started as a back-office support model
The Cost of Silence: Why Ignoring Unhappy Customers is More Expensive Than Fixing Their Problems
Most businesses assume that if a customer isn’t complaining, they must be satisfied. But here’s the hard truth—most unhappy customers
The Customer Experience Illusion: Why you think you’re doing great, but your customers disagree
Every company believes they deliver an excellent customer experience (CX). They have high satisfaction scores, their internal teams report positive
Understanding Tenant Communication Through Outsourced Contact Centers
Effective tenant communication is crucial for companies to build trust and foster long-term relationships with their tenants. By keeping tenants
Cybersecurity Audits: The Backbone of Successful Outsourcing
Outsourcing has become a critical strategy for improving efficiency, cutting costs, and accessing specialized expertise. However, with this growing trend
The Role of Technology in Order Processing
Efficient order processing is the backbone of modern businesses. By streamlining operations and delivering timely orders, companies can enhance customer