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Procurement Outsourcing

Procurement Outsourcing (PO) has become one of the fastest growing business process management segments. The PO segment is predicted to grow at an annual rate of 12% over the next 5 years. Several very large consulting firms, such as Accenture,

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Posted in BPO

Call Recording Tops Desired Call Center Software Capabilities

Software Advice recently analyzed a random selection of 385 of their interactions with thousands of buyers searching for call center software to uncover behaviors and preferences of call center software buyers, identify their most common pain points and pinpoint the

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Posted in BPO

Virtual Assistants – a force to reckon with

Virtual Assistants (VAs) are a growing tribe in the outsourcing industry. VAs are professionals who provide administrative, technical, creative or clerical support to businesses and busy professionals from a remote area. The global market for intelligent virtual assistants is expected

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Posted in BPO

Is there a Shelf Life for a BPO Executive?

A lot of has been written about employee attrition in call centers. Call Centers have a relatively high employee attrition rate compared to other industries. Companies invest a lot of efforts and resources to retain call center executives. While working

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Posted in Attrition, BPO, Call Center

Real-time Speech Analytics solutions have become a reality

The primary objective for any contact center is to enhance the end-user experience while resolving their issues in the least possible time and cost. Voice of the Customer, collected via various sources, plays an important part in understanding and analysing

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Posted in BPO

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