September 26, 2023 Video CX Optimized Video Outsourced customer experience and technology services that improve customer satisfaction and reduce cost to serve.
September 22, 2023 Blog 4 ways high-tech companies can benefit from back-office outsourcing High Tech
June 14, 2023 Glossary Term Workforce Optimization (WFO) Workforce Optimization (WFO) is a strategy organizations use to maximize customer satisfaction with the least operational costs.
June 14, 2023 Glossary Term Workforce Management Workforce Management (WFM) is an all encompassing term surrounding business processes around having the right number of people at the right times to meet estimated call volume expectations.
June 14, 2023 Glossary Term Virtual Call Center Software Virtual call center software is any cloud-based contact center platform that allows organizations to run their contact center operations in any time zone, from anywhere in the world.
June 14, 2023 Glossary Term Total Contract Value (TCV) Total Contract Value is the potential revenue associated with the contract and estimated at the commencement of the contract (e.g., sum total of revenue accrued to the service provider from the contract over the entire contract term, usually measured in m
June 14, 2023 Glossary Term Skills-Based Routing Contact centers use Skill-based Routing (SBR) as a call-assignment strategy to align incoming calls to the best fitting associates, rather than the next available approach.
June 13, 2023 Glossary Term Shared Services Shared services is a combination of business operations that are operated by many parts of the same organization.
June 13, 2023 Glossary Term Scale first CCO Scale first CCO are executives like Chief Customer Officers and others who are looking to scale their Call Center Outsourcing operations, focused on strong minimal delivery and capabilities and a base price.
June 13, 2023 Glossary Term Robotic Process Automation (RPA) Robotic Process Automation (RPA) is software with Artificial Intelligence (AI) and Machine Learning that handles common, high-volume, repetitive tasks, leading to cost savings and greater efficiency.
