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On the surface, the difference between inbound and outbound call centres is straightforward, but their work requires slightly differing skill sets. Simply put, inbound call centres receive customer calls and are customer-service oriented. Outbound call centres, on the other hand, call clients and prospective clients, usually (but not always) with the aim of making sales. … …
With advances in AI grabbing headlines and promising to take over routine tasks, many businesses are hoping that their customer service needs will be substantially reduced. In this article, we’ll take a closer look at AI in customer service – its current capabilities, limitations, and how your customers feel about being helped by an AI… …
Your expertise makes you a strong competitor in your industry. But could you benefit from using specialists to handle your call centre? Perhaps we’ve already given away the top reason for outsourcing call centre work with that question. So, let’s start there before we move on to additional reasons why call centre outsourcing may benefit… …
Whether your business is small and gaining traction or large and reaching out for new heights, you’ll be looking at ways to simplify operations without sacrificing your reputation for good customer service. Automation, help menus, chatbots and other self-service options can go a long way towards helping your clients to get information and manage transactions…. …
When looking at ways to improve your business, you may well come upon some terminology that, while seeming interesting, is rather unclear. In this article, we’ll tackle one of these areas, namely, the centre of excellence. What is a centre of excellence (COE)? Is there a centre of excellence definition? And will implementing a centre… …
Like a picture, an acronym can paint a thousand words. But what does BPO stand for? It’s Business Process Outsourcing, and if this answer leaves you with even more questions, this article is for you! Reading it may give you the inside track on one of the biggest trends in 21st-century business, and if the… …