BPO stands for “business process outsourcing” and refers to the contracting out of any non-primary business activities and functions to third-party providers. Companies typically enlist BPOs to cover things like payroll, human resources, and customer service in the absence of (or to supplement) their own internal organizations. When a company enlists a BPO, it gains…
When a business makes a profound shift in a process or technology platform, it requires management of change so that computer systems, related processes, and people can all adapt as quickly and smoothly as possible. Change management is the process, tools, and techniques that help guide the transition. Why Does Change Management Matter in Customer Service? Customer service technology…
[REPORT] The 2023 Digital Support Benchmark Report. Download Now
[PODCAST] Introducing the Player: Engage podcast. Listen Now
[WEBINAR] The Power of Intent Driven Automation: How to use Intent Classification to Increase TTR and Improve CSAT. Register Now
[WEBINAR] Achieving 4.5 CSAT While Resolving 2X the Industry Avg. of Tickets per Agents. Register Now