Today many companies, regardless of the size and nature of the business, aim to shape their service offerings based on a customer-centric approach. Reason? Well, studies show that customer-centric organizations are more driven to perform well in a hyper-competitive market…
Without a proper queue management strategy in place, the work process of the agents will become a total mess. Establishing strong customer queue management is crucial to ensure that every query gets answered and agents’ lives get easier. Effective queue…
With the constantly shifting business environment, outsourcing has emerged as an effective method of cost-saving for companies of all sizes. In fact, Deloitte estimates that by 2023, global spending on outsourced services could hit the figure of up to $731 billion.…
Outsourcing has undoubtedly emerged as the best practice for both small and large businesses looking for assistance with a wide variety of services. The increasing popularity of outsourcing is proof that business owners can now get subject matter expertise at…
Your knowledge base should be created with the purpose of making your customers self-independent while looking for a solution and information about your product and/or services. According to some studies, 67% of customers in SaaS workspaces prefer self-service, with 91%…