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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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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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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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Upcoming IT Outsourcing Trends 2014 – Offshorent

Upcoming IT Outsourcing Trends 2014 – Offshorent. IT Outsourcing has undergone changes every year in the form of witnessing new trends. What you would see differently in 2013, may surprise you associated with the trends in Outsourcing. But when you

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What is making news in Outsourcing?

Falling for “Her” The beautiful, dark and intriguing world of “Her” is a signal that the exploration of artificial intelligence, voice and natural language technologies – creating avatars that understand, listen and decipher what we say – is something that

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Application of Six Sigma in BPO

Six Sigma, developed by Motorola in 1981, is a set of strategies, techniques and tools for process improvement. It originated in the manufacturing sector but has proved beneficial and has been deployed extensively by companies in the services sector. The

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