6 Ways Call Center Technology Will Change In 2023
Call centers have played a crucial role in the business world for decades, especially as technology has evolved. Today, they aim to educate and foster smooth communication between companies and...
8 Best Types of Content for Customer Success
Content and blogging have been a mainstay for SEO and user engagement for as long as the internet existed. However, the concept of using blogging and other content types in your customer success strategy is relatively novel.
Back-Office Operations and Processes: A Comprehensive Guide
Picture the back office as the nervous system of your organization. This sophisticated network coordinates all processes within a company’s organism making it function properly.
TOP 10 Call Center Outsourcing Companies in 2024
If you're looking to improve customer experience or optimize your operations, it's worth considering options beyond your own company. Today, outsourcing customer support to one of the top call center outsourcing companies is definitely a smart...
Social Media Content Moderation: An Ultimate Guide for 2024
We all enjoy social media for opening up our way to online freedom and limitless communication. In a world where every tweet, post, and story can go viral in seconds, social media content moderation has become the linchpin of digital safety. Some...
12 Best Strategies to Increase and Maintain Customer Loyalty
As customers are expecting more than ever, the competition is getting tougher, whether you're running a physical store or an online business. Brands, therefore, need to pull out all the stops to find ways to improve customer loyalty and nurture each...
How to Build a Successful Outsourcing Strategy in 2024
Strange as it may seem, when some people think of business process outsourcing (BPO), they still picture just one thing—bustling call centers in far-off lands or those dreaded late-night customer service calls. But the thing is that outsourcing is...
10 Key Customer Service Trends To Dominate in 2024
Many things happened during these last six months, but what amazes us the most is the dramatic speed at which customer service trends are shifting. Clients opt for AI-driven platforms looking for immediate answers, but at the same time, they desire...
10 Benefits of Outsourcing Customer Service in 2024
Customer support plays a decisive role in business growth. Why do companies outsource customer service, then? If it truly is such a meaningful component of the business success equation, shouldn't brands handle customer service with their own hands?...
Email Customer Service: Examples, Benefits & Best Practices
Think email customer service has gone out of fashion? Think again! Email has remained one of the most trustworthy communication channels for over 30 years. Even with the uprising of instant messaging tools, usually powered by AI, speed is not always...
Shaping the AI Future: Key Trends and Insights from the AI & Big Data Expo’24
The AI and Big Data Expo Conference, held annually in Santa Clara, California, has become a landmark event in the industry, drawing professionals from diverse sectors to explore the latest advancements in artificial intelligence and big data. This...
10 Golden Rules of Customer Service in 2024
An honest “thank you” coming from a client has never been harder to get. Rules of customer service are being redefined by the minute. Requests, queries, and expectations mutate so rapidly that some companies, especially small and medium-sized...
What Is Back Office Support? Meaning, Benefits & Examples
“What is back office support?” you may ask. Just as performers rely on a dedicated crew behind the scenes to ensure a great show, companies depend on their back office teams to drive success. That said, small and midsize enterprises (SMEs) are...
15 Software Development Metrics Every Data-Driven Team Needs
As much as at its core programming revolves around 1's and 0's, quantifying the performance of development teams is a far more complicated story than one number can tell. Measuring and tracking development efficiency has been an ongoing topic of...
12 Best Customer Experience Tools to Use for Your Business in 2024
Did you know that 86% of shoppers are willing to pay more for great customer service? Yeah, customer service really counts—70% of their decision to buy depends on it! It doesn’t stop after they buy, either. How you handle things after the sale can...
Digitizing Customer Experience: Key Trends & Benefits
In the ever-evolving landscape of customer service, the true competitive advantage lies in embracing the synergy between cutting-edge technologies and the irreplaceable human touch. Businesses that successfully navigate this balance not only drive...
Content Moderation Outsourcing: Advantages and Pitfalls
All posts matter. Every single piece of communication shared across digital channels represents a unique opportunity to captivate our intended audience or risk forfeiting their allegiance. This underscores the growing importance and sensitivity of...
How to Create a Fail-Safe IT Project Outsourcing Strategy
Are you tired of juggling the demands of different IT projects and constantly trying to do more with less? You are not the only one. A Clutch study found that over 37% of small businesses currently outsource at least one business process, with IT...
Software Development as a Service (SDaaS) in 2024: A New Solution to Old Challenges
Have you ever considered how empires are built? It’s true that tactical-minded generals make the history books. But there’s one forgotten aspect that stretches all the way back to Romans reaching out to engineers from all over the world to build...
Top 10 Strategies to Build Effective Client Relationship Management
Client relationship management (CRM) revolves around cultivating robust, enduring connections between clients and providers. Although small and medium-sized enterprises (SMEs) often prioritize acquiring new leads, nurturing meaningful partnerships...
Fintech App Development in 2024: The Complete Guide
Few industries compare to the world of financial technology (fintech) when it comes to the pace and speed of innovation. From mobile banking and peer-to-peer lending to AI-powered robo-advisors, fintech apps have revolutionized in just over a decade...
Top 10 Healthcare Call Center Outsourcing Companies
Healthcare call center outsourcing operates with a quite peculiar pulse. Whether medical professionals venture into private startups or join the board of public healthcare institutions, they quickly realize that expertise in wellness alone isn't...
Top Advantages and Disadvantages of Outsourcing
Who doesn't need an extra pair of hands now and then? Especially when it comes to Small and Medium-sized Enterprises (SMEs) development, understanding the benefits of outsourcing represents crucial knowledge that may have a deep impact on the...
Enhancing BPO Services Through Cloud-Based Solutions
While cloud-based solutions have been around for quite some time now, (especially for the digital-centered industries), their most recent applications do bring a fresh and innovative conversation to the table.
AI Maturity Model: Is Your Company Ready for AI Integration?
Is business-oriented AI truly a game-changer for Small and Medium-sized Enterprises (SMEs)? How big is its impact today? How relevant will it be in 5-10 years? Is my company prepared to embrace this tech? As these questions circle the minds of...
Call Center Quality Assurance: Guide with Tips and Best Practices
Call center quality assurance is all about ensuring customer satisfaction. The positive impressions a customer receives after interacting with an agent are vital. The internal quality control department handles conversation monitoring and enhancing...
What Is Offshore Outsourcing? Everything You Need to Know
Offshore outsourcing usually implies a mutual benefit for partnering businesses, offering a unique blend where each party not only achieves what they expect but often receives even more. Business process outsourcing has always been a smart way of...
The Ultimate Guide to Customer Service Automation
Understanding customers' needs is the main aim of customer service automation. Modern businesses are on the lookout for new methods that will make their customer support more personalized and tailored. Even simple but AI-powered customer feedback...
Top 10 Customer Support Outsourcing Companies in 2024
Outsourcing customer support is a great way to provide affordable but reliable service to your clients. Whether for voice or non-voice applications, there are plenty of excellent customer support outsourcing companies that fit every requirement.
AI in the Call Center Industry: Benefits, Trends, and Solutions
Always quick to adopt new technologies, the call center industry rapidly accepted changes by using AI call center solutions in their customer service processes. This includes everything from managing simple inquiries to assisting agents in tackling...
Top 10 Philippine Call Center Companies to Partner With In 2024
The Philippines boasts an array of advantages including a skilled workforce, an ideal business setting, and a welcoming environment that's great for growing Business Process Outsourcing services. The country is also known as the call center capital...
Accent Neutralization AI Technology in Contact Centers
What are customers seeking when they contact a CSR? It’s a no-brainer that the secret sauce to success in customer service has one evident and basic element: clear and understandable communication. It’s pretty hard to come to terms if there’s a gap...
7 Best Practices for Conducting Customer Experience Analysis
Customer experience has been a hot topic in business conversations for over a decade. Customer expectations for CX quality are rising, and businesses are having to adapt in order to stay ahead of competitors.
10 Critical Types of Vendor Risks You Should Know Before Outsourcing
Vendor outsourcing is an integral strategy for global enterprises. It refers to the process of subcontracting out certain functions or processes to external service providers. The global volume of business process outsourcing reached an amazing...
10 Tips to Reduce Customer Churn in 2024
What is customer churn? Why is it a critical issue for businesses? In commerce, this term represents the rate at which customers discontinue their relationship with a company or cease using its services or products.
Enhancing Employee Experience through Generative AI
Success and progress in business and employee development are never about remaining static or clinging to comfort zones. True growth lies in our ability to embrace new approaches and change, even when it's difficult or discomforting. It's about...
12 Examples of Bad Customer Service and How to Fix Them
Customers form the core of every business. Even if your product is the best in the world, but your customer support team is not ready to convey its value and great attitude to consumers–all the efforts are meaningless. Bad customer service...
Outsourcing Marketing: A Real-World Guide for 2024
For all market players, major and minor, Internet marketing is a necessity. Nonetheless, finding and supporting a full-time team is usually ineffective. It entails vast operating expenses and distracts from your primary business functions.
8 Benefits of HR Outsourcing in 2024
Outsourcing HR functions occurs when a company engages a third-party HR expert to handle HR responsibilities for the organization. For your business to achieve all it can, you need the strongest team on your side — qualified, enthusiastic employees...
Agile and Lean Practices in BPOs: the Path to Enhanced Flexibility and Efficiency
As the BPO sector is experiencing constant change, leaders have to adapt new management methodologies to keep up with new market demands and increased client expectations. Sticking to traditional management styles is like sailing a ship with an old...
Green-Thinking BPOs: Crafting a Sustainable Future
Today's world is increasingly environmentally conscious and it's important for industries across the board to prioritize sustainability and environmental stewardship. Business Process Outsourcing (BPO) companies, as integral players in the global...
10 Best Inbound Call Center Services in 2024
Good inbound call center services are not just recommended to have; they're absolutely vital for modern businesses that want to stay competitive in today's economic conditions. For many companies the statement "customer needs come first" is not just...
Six Useful Metrics to Measure Customer Experience
Why do we measure customer experience, you ask? Well, because market competition has never been higher, and failing to do so will leave your business in the dust, full stop. That’s because what the buyer actually experiences during the process...
9 Best De-escalation Techniques for Customer Service Agents
Mastering how to de-escalate an angry customer is an essential skill for anyone in CS service. There are many reasons why clients might be upset. It could be just a bad day, their natural way of acting, or something specific that's bothering them...
Outsourcing for Startups: Benefits and Key Functions
Outsourcing for startups has become an effective approach especially for those aiming to focus on core businesses and their primary tasks, all while preserving flexibility and cost efficiency. While external hiring was once seen as a privilege only...
Harmonizing Humans and Artificial Intelligence in the BPO Industry
Artificial Intelligence (AI) transforms every industry it touches. By incorporating AI and machine learning from advanced data analytics to automated customer support, this technology is permeating every facet of the business process outsourcing...
What is B2B Customer Service? Examples & Best Practices
B2B customer service is a vital element in the business world. This form of customer care focuses on catering to the needs, challenges, and expectations of businesses that serve other businesses. In fact, according to CX practitioners, customer...
An Insight Into Image Annotation and What It Is Used For
Teaching a computer to see and identify objects is growing increasingly important as artificial intelligence (AI) and machine learning (ML) find more mainstream uses. There are applications in a variety of fields, from automotive and healthcare to...
Top 10 Upselling and Cross-Selling Strategies to Drive Revenue
Chasing greater revenue, a fusion of traditional tactics and innovative technology stands paramount. Explore upselling techniques, where customers are enticed to consider superior product versions, and suggestive selling, where add-on options...
Expert Insights from Helpware's VP of Marketing: Strategies, Tools, and Visions in the Age of AI
Marketing is a cornerstone of thriving businesses, perpetually evolving with each technological leap. With the swift rise of AI, marketing strategies and approaches have undergone a significant transformation. In our recent conversation with...
Journey to Excellence: Elevating Online Travel Customer Experience
Changes in human psychology, specifically communication through messengers and online platforms, including the transition to complete digitization in various fields have significantly transformed the online travel customer experience (CX). In 2020,...
12 Creative Ways to Keep Your Customers Happy
If you keep your customers happy, they can spread positive word of mouth online, provide repeat business, and increase purchases. In the past, businesses flourished by merely addressing specific needs; however, in today's competitive landscape,...
Managing Employees Effectively in the Remote Work Era
The digital transformation of the workplace is not just a trend; it's a strategic need, especially in the BPO sector. The year 2023 saw 35% of U.S. workers predominantly engaged in remote work, based on fresh data from a Pew Research Center study....
Digital Customer Service Is Critical to Luxury Fashion Brands' Success
Successful luxury brand companies have come to understand that the days of the high-street store being the only retail outlet are over. Online shopping has now found a firm footing in this market, but the luxury brand customer expects the same level...
The Right Approach to KPI Setting in the BPO Industry
Many companies choose a business business process outsourcing (BPO) provider to save money. However, the only way to truly know the impact of outsourcing is to establish and track key performance indicators (KPIs).
The Benefits of Being Customer-Centric for Gaming Studios
Many gaming studios say they care about their customers, but do they? Gaming companies that build customer-centricity into their way of working can reap proven business benefits.
TOP 10 BPO Countries to Consider When Outsourcing Your Operations
By 2030, it is projected that the global market for business process outsourcing (BPO) will achieve a remarkable milestone, surging to a value of $525 billion.
Customer Support for SaaS Companies: A Practical Guide
For companies looking to outpace the competition, crafting the perfect product or service is only half the battle. To win—and stay winning—businesses must then strategically earn a steady flow of customers. Achieving this, of course, is...
How Machine Learning Can Help Elevate Your Customer Service
Artificial intelligence (AI) used to be the stuff of science fiction, as writers and filmmakers alike tried to imagine how such advancements might change our world. Today, AI is not only largely responsible for how we live, work, and play in our...
What is VOC Analytics and What Are its Benefits
Listening to the voice of the customer is crucial. Detailed VOC analytics will improve customer experience and give you a leg up on the competition.
6 Ways Call Center Technology Will Change In 2023
Call centers have played a crucial role in the business world for decades, especially as technology has evolved. Today, they aim to educate and foster smooth communication between companies and consumers. Call centers are the frontline of a...
Igniting Success in a Multinational BPO Company through Employee Engagement
In the world of Business Process Outsourcing, success is measured by the quality of service provided, the speed of problem-solving, and the ability to meet the needs of clients. At Helpware, we understand that these elements are all intertwined with...
Can Outsourcing AI Operations Add Value to Your Contact Center?
Advances in artificial intelligence (AI) have improved many aspects of our daily lives. The traffic app in your car that helps you get to places faster? Advertisements popping on your phone that seem to read your mind? Are social apps responding to...
Team Management in a Time of War Crisis
When the war in Ukraine unfolded on February 24, 2022, it jolted global businesses with operations in the country like an unexpected earthquake. Multinational corporations faced the dual challenges of ensuring their employees' safety and keeping...
Put Sentiment Analysis to Work for Your Retail Brand
Sentiment analysis is a powerful tool that allows brands to understand their audiences' positive or negative perceptions. While sentiment analysis can benefit companies in any sector, retail companies may find it especially important since customers...
Tips on how to get the most out of the knowledge base
When customers need answers, they want convenience almost as much as the answers themselves. They want to receive the help they need without being put on endless call holds waiting for support. You can’t blame them—dinner’s in the oven and the kids...
Top 4 Reasons to Outsource Order Management
An estimated 165 billion packages are shipped in the US every year. And that number is growing at a rate of about 20% year-over-year. One of the reasons is that more people are shopping online than ever before, with an estimated 80% of the US...
Top Effective Digital Marketing Techniques
Today, it’s impossible to neglect the digital realm in your marketing strategy. Modern consumers are spending more time than ever online, which is where you’ll reach them quickly and effectively. On the one hand, digital marketing provides exciting...
Top 10 Technical Support Companies in the USA 2024
As technology continues to play an increasingly vital role in our lives, the task of finding top technical support companies for businesses has become essential. However, with a multitude of options available, it can be challenging to identify the...
How to Transform Your Customer Experience with Web3
Web3, also known as Web 3.0 is taking over the internet bit by bit. Its aim to decentralize the internet and give more power to the people has it being touted as the way of the future. Needless to say, it begs a lot of questions. At the top of that...
5 Tips for Cultivating a High-Performance Culture
The workplace dynamic is constantly evolving, and building a culture that promotes high performance can mean the difference between success and failure. It's not easy, but transforming the company culture is worth the effort. It requires leaders who...
Common Risks and Benefits of Outsourcing Your Cybersecurity Operations
It doesn’t matter if your company is customer-facing or B2B. Your greatest responsibility is protecting both your and your consumers’ personal information. Failing to do so won’t only have serious implications for you—social, financial, ethical, and...
Today's Digital Customers Expect More Personalization
Digital shoppers appreciate the convenience of online shopping, but they do require a personalized experience. Studies show that 56% of customers are likely to return to a business when the experience is personalized. Personalization in 2022 can...
Managing Customer Support Across Multiple Marketplaces
Marketplaces are quickly becoming the best way to sell your eCommerce goods online. Amazon, eBay, and Walmart have a combined user base of over three billion monthly visitors. Research shows that 89% of users are more likely to buy something on...
Before Launching a Startup This Is What You Need to Know
Launching a startup is exhilarating and daunting at the same time. While you may be completely sold on your brilliant idea, there is little guarantee that your business will expand as quickly as you’d like—or take off at all. The good news is that...
What Every Gaming Brand Needs to Know About Brand Reputation
The gaming market has exploded over the past decade. According to Statista, The worldwide gaming industry is projected to reach a value of $268.8 billion per year by 2025, increasing from $178 billion in 2021. This exponential growth is celebrated...
Choosing the Best Call Center Software for Your Business
Customer support has come a long way, thanks to the many automation tools currently on the market. So there’s no excuse for your business not to provide top-notch assistance to all its customers. The best call center software offers multiple...
What Does Phygital Mean and What CX Experts Need to Know
The modern consumer is both knowledgeable and empowered. They expect to be seen, understood, and catered to on a personal level. Simply put, they know they have options and aren’t afraid to explore them. Even more so, today’s shoppers have fully...
New Exciting Trends in Digital Marketing For You to Look Forward To
Marketing’s evolvement from traditional to digital represents the latest stop of a long journey. Throughout history, marketing kept pace with the market’s tendencies to develop new tastes and preferences. And when the pandemic changed consumers’...
Why Outsourcing Data Annotation Services to Africa is a Savvy Business Strategy
The BPO industry in Africa is rapidly expanding, showcasing an impressive annual growth rate of 5.6% projected to continue between 2021 and 2028. This trend underscores the tremendous potential for businesses to tap into Africa's burgeoning BPO...
Measuring Call Center Performance: 7 Top Metrics
Call center agents played a vital role during the pandemic, when many customers were otherwise cut off from outside services. This included bank accounts, utility subscriptions, and other transactions made outside the home, where call centers...
The Connection Between Positive Emotions and Customer Loyalty
Today's customers have access to a world of information at their fingertips, which makes it easy to shift brand loyalties. This reality leaves some companies wondering what they can do to retain customers and combat churn.
Top 5 Call Center Software for 2024
Providing a good customer experience goes beyond simply making the sale. You also need to ensure customers are supported when they have post-purchase queries or issues. As a result, call centers are essential for most businesses. While it’s a good...
8 Essential Skills for Excelling in the Dynamic BPO Industry
The Business Process Outsourcing industry has experienced tremendous growth in recent years, with start-ups and global brands turning to outsourcing their operations to cut costs, streamline operations, and improve customer satisfaction. With this...
7 Ways to Keep Your Remote Team Engaged During Meetings
There’s much to love about working remotely—no commute, no dress code, no distracting hallway conversations. Although the COVID-19 pandemic forced most businesses into remote work, two years later, the benefits have proven too good for companies and...
Multilingual Customer Support: 10 Reasons Why You Need It
Multilingual customer support is considered one of the best ways to enter foreign markets and keep clients. Currently, many developing businesses understand this more and more as they are searching for new CS solutions. It's a simple case of...
Online Casinos Customer Support: Everything You Should Know
Good customer service is a crucial element in the success of online casinos. Unlike regular casinos, which have in-house customer support, online casinos rely solely on online channels to assist players. That said, many new online casinos overlook...
Post-Pandemic Consumer Trends: What Brands Need to Know
The global Covid-19 pandemic and the resulting stay-at-home mandates changed how we live and work. It also changed the way we shop. According to McKinsey, three-quarters of consumers experimented with new shopping behaviors during the pandemic. This...
Strategies to Significantly Improve the Hotel Guest Experience
The hospitality sector is an industry highly dependent on customer satisfaction. Great reviews are often proof of a great hotel guest experience. When more people share their positive experiences online, the hotel’s reputation dramatically improves....
Stats that Show the Value of Live Chat
Live chat has taken off as one of the most critical customer service communications channels. The latest stats suggest that every company should offer live chat as part of their service mix. Beyond the numbers, live chat also provides proven...
Automated Data Labeling vs Manual Data Labeling
Artificial intelligence (AI) continues to push the boundaries of our technological capabilities. One radically transformative AI field is computer vision, where computers and systems construct meaning from the visual information around them. Then,...
Advantages of Outsourcing Hotel Management Operations
The hospitality business is one of the most customer-facing industries. Each establishment’s reputation is often based on how well it treats guests. However, a hotel’s performance is only as good as its customer reviews. This is why most hotel...
Why is building a powerful customer connection important?
Customer connection is often viewed as a more intangible thing than hard data like ROI since people’s feelings and emotions are harder to measure with exact numbers. However, studies show that businesses tend to look far beyond just cold sales rates.
Customer Success: What It Is and Why It Matters
As customer expectations soar through the roof and customer needs become more complex, companies struggle to service each person properly. The challenge is not only on the front end of onboarding new customers but also on reaching out to every...
Is Customer Experience Changing the Healthcare Industry?
Through seemingly endless quarantine periods and citywide mandates, it’s all too easy to feel as if time has stood still for the past two years. On an individual level, perhaps that’s not entirely untrue. But, for the global health industry - as...
How Outsourcing Helps Companies Scale
Companies on a high-growth trajectory often rely on outsourcing as they scale. According to a survey by Deloitte, 70% of companies outsource to save money. Other common reasons for outsourcing include flexibility, speed to market, and access to...
How to Choose the Right Type of Customer Service for Your Business
Chat support, phone support, email support, self-service … choosing the right types of customer service and the right communication methods for your business can seem like a daunting task.
Exceptional Service is a Must to Stand Out in the Competitive On-Demand Industry
The adoption of on-demand services has grown steadily in recent years. In 2016, the total spending on on-demand services was $57.5 billion, and it's on track to hit $335 billion by 2025. Massive adoption is occurring in several sectors, including...
How Gaming Companies Should Improve the Customer Experience
The gaming market is highly competitive with over 2,457 companies around the world and $30.4 billion in revenue. There are new games popping up virtually every day and one of the biggest differentiators is the customer experience (CX) they offer....
5 Excellent Examples of Social Media Customer Service
Social media is a powerful tool that has become integrated into consumers’ daily lives. Nearly 59 percent of the global population uses social media platforms, with the average user spending roughly two hours of their day browsing through their...
Every Experience Counts: Why CX Excellence is Key to Keeping Customers
Today's customers have unprecedented access to information and can easily shift loyalties to new companies. In fact, studies show that 33% of US consumers tend to switch companies after even a single instance of poor service. Brands must deliver...
Should You Invest in a Multichannel Contact Center?
In the digital age of information, an effective business strategy places a strong emphasis on meeting customers and their needs where they are. Consumers have become accustomed to accessing anything at any time from anywhere. They can shop while...
The Value SaaS Brings to Customer Service in 2023 and Beyond
How do you tell the difference between a good company and a great company? Good companies sell products. Great ones provide experiences. And you guessed it, the secret sauce that enables great companies to provide great experiences is none other...
What Is Customer Sentiment?
According to a PWC report, around 73% of consumers consider customer experience an essential factor in their buying decisions. Moreover, 65% of consumers find a positive experience with a brand to be more influential than great marketing.
Remote Team Management: How to Effectively Train Remote Agents
The COVID-19 pandemic disrupted nearly every industry in multiple ways. A particular challenge involved shifting work from the office to employees’ homes. As a result, employees set up home offices in anticipation of working from home for an...
Why is Customer Lifetime Value So Important?
For any business to succeed, several culminating factors must harmonize. Gathering data about what your customers need, what resonates with them best, and analyzing these findings are important steps in gauging how well your business is doing. One...
5 Top Customer Support Languages Every Company Needs
Having an international presence is a major opportunity for growth for any company—but not if your customers cannot access support in the language they speak. Even within a single country, customers can come from a wide range of language groups. In...
How to Set Achievable Customer Service Goals for Your Business
In a world of cutthroat competition amid similarly-marketed products and services, excellent customer service often determines who comes out on top. It’s not enough for companies to have the best products or the most competitive prices. Not having...
What's Next for NFTs?
NFTs (non-fungible tokens) went from a very fringe concept to a widely accepted aspect of the world of cryptocurrency. NFTs are used for many things—from game tickets to digital art to supporting tech startups. And there are a lot of interesting...
5 Tips on How to Deliver Great Customer Service
There are a million things that differentiate businesses from one another, and a million more that divide industries entirely. Within this sea of opposition, they all share one truth: customers are their lifeblood. Whether you are in the business of...
How AI Image Recognition Is Transforming eCommerce Marketplaces
Image recognition is transforming the way online users shop for products. In the past, you had to physically go and look for products that you wanted to buy that looked similar to something you wanted. Machine learning and data science have turned...
Tips for Using a Customer Journey Map Correctly
Customers are the greatest, most indispensable aspect of any company. It doesn’t matter how big you are or how promising your product is—without them, you cease to exist. So, you must understand your customers, their needs and desires, as well as...
Top Contact Center Trends and Technologies For 2023 | Helpware
Over the past few years, contact center outsourcing services have undergone a major transformation. With the advent of cutting-edge technologies, call center outsourcing companies in USA and other locations around the globe can now provide a much...
Technical Issues On Food Delivery Apps: How To Handle Them Without Losing Your Customers
The food delivery business has absolutely exploded in the last few years. Food delivery revenue in the US spiked to $22.4 billion in 2021 alone, and the market size is on track to double to $320 billion in the next seven years. Doordash is one of...
10 Ways to Improve Digital Patient Experience
When you think of excellent customer service, you probably recall the overly polite support specialist or the way your server seemed to magically reappear before your glass ever ran dry. The list runs a mile long, yet likely nowhere on it are you...
Is Telehealth Here to Stay?
Telehealth adoption was already underway before COVID-19 hit. But the pandemic pushed telehealth use into fast-forward for providers and patients alike. Here's just one data point from a government report: Medicare visits conducted via telehealth...
Maintaining a Competitive Advantage in FinTech
The global fintech market is on track to grow at an annual rate of 20% over the next four years. There is a tremendous amount of competition as literally hundreds of startups are racing to secure funding rounds and establish themselves as dominant...
4 Tools to Better Support Your Remote Team
Out of necessity, the coronavirus pandemic ushered in the age of the remote team. And even as the pandemic gradually winds down, many companies have no plans to look back. According to the career site Ladders, remote work opportunities grew from 4%...
What SaaS Companies Need to Know About CSAT
We all know that it's easier to retain an existing customer than acquire a new one. It's no surprise that rising customer acquisition costs have caused some businesses to shift their focus away from advertising budgets to improving their retention...
Improving Customer Service With NLP
Chatbots are reshaping the way organizations gather valuable data and communicate with customers. A lot of industry leaders are wondering how it is possible to improve customer service with NLP. The global chatbot market is set to reach US$ 454.8...
Why Cryptocurrency Companies Need Exceptional Customer Support
Despite a recent dip and the general volatility of the market, cryptocurrencies, on the whole, are gaining ground. According to the International Monetary Fund, by September of 2021, the market value of crypto assets had increased ten-fold since...
How to Prevent Burnout in the Workplace
High levels of workplace stress have left many seeking advice on how to prevent burnout. Feeling anxious about deadlines, presentations, or a busy schedule every so often is normal and can positively drive us to perform well. However, when stressors...
How Gaming Studios Can Measure Customer Engagement
In the digital era, where so many aspects of life have an online component, companies that can track what their customers are up to have a huge advantage. For gaming studios, the potential is endless: specific metrics can track customer engagement...
How the Internet of Medical Things is Revolutionizing Healthcare
Human history has been an ever-evolving whirlwind of tried-and-true progression. The advent of the internet has made this truer than ever, especially in the field of healthcare. Over the past 30 years, we have engineered the greatest, most rapid...
Why Digital Brands Must Deliver Emotional Experiences to Customers
Customer expectations are skyrocketing, as the pace of digital shopping has grown immensely in recent years. Today's retail customers can easily research and buy from dozens of competing websites. That means brands have to work harder to maintain...
Efficient Transactions are Key to Digital Service for Public Sector Agencies
Government agencies are increasingly offering online services to citizens—a move that saves time and energy for both parties. Around 1.3 billion hours can potentially be freed up through automation in the US federal government alone, but the...
Phone vs. Live Chat: Which is Better for Providing Good Customer Service?
Phone vs. live chat, understand the pros and cons to improve customer support. Read on to learn about an integrated solution every modern online business should consider implementing—omnichannel support.
Retailers Need to Care About Low-Effort Customer Experiences
Digital technologies have made life easier for everyone. They've also made it easier for people to research products online and purchase from digital retailers. However, consumers are now accustomed to low-effort purchase experiences—like the...
Provide Premium Customer Interactions with these QA Tools
Regardless of how much your company prides itself on its customer service, you should remain committed to continual improvement. To do so, organizations need to actively monitor their quality assurance (QA), or rates of customer satisfaction. Using...
How Streamlined Onboarding Can Win You Customers for Life
Congratulations! You just landed your company a new customer. You're both excited about working together, but you still have to onboard the customer before the real partnership can begin. Unfortunately, more than 90% of customers think companies...
7 Reasons Healthcare Industries Should Outsource Customer Support
Healthcare companies, no matter the nature of their business, their individual specializations and fields, and the products and services they offer, face a unique set of challenges. Their processes are dynamic and ever-changing, operations are prone...
9 Best Chat Tools to Improve Customer Service
Exceptional customer service is key to curating an industry-leading reputation. Positive public perception is key to fostering an expansive, loyal customer base. An expansive, loyal customer base is key to a healthy bottom line. So, how do we...
Things the Healthcare Industry Can Learn from Retail CX
In a saturated retail market full of good products with competitive prices, the only way sellers stand out is by providing an excellent customer experience. Buyers who receive good customer service tend to become loyal advocates of the brand, while...
Scaling Up Customer Support to Handle the Holiday Shopping Surge
After a lackluster 2020 due to the pandemic, 2021 saw the strongest retail growth in more than two decades. As e-Marketer reports, brick-and-mortar sales rebounded, and eCommerce growth was impressive. Total US retail sales topped $1.2 trillion, up...
3 Trends Currently Shaping the Digital Health Industry
The COVID-19 pandemic has arguably transformed healthcare, perhaps more than any other industry. As consumers began putting greater emphasis on convenience and the demand for easily accessible care soared, the digital health industry boomed in novel...
Proven Ways to Increase Your Customer Lifetime Value
Customers are the lifeblood of every business. For a business to survive, it needs to improve customer satisfaction. However, few businesses understand that it is much better to focus on customer retention rather than customer acquisition. Because...
Top Opportunities for Data Labeling in 2022
With artificial intelligence (AI) and machine learning (ML) technology gradually seeping into our daily lives, data and its appropriate use can cause a substantial impact on a company’s bottom line. ML algorithms can effectively use accurately...
5 Common Customer Service Mistakes and How to Avoid Them
Today’s competitive market offers consumers a plethora of options. With many companies offering identical products, the one area that can distinguish a brand from its competitors is exceptional customer service. Customers who have the option of...
4 Reasons Why FinTech Firms Need to Focus on Privacy and Security
Cybercrime is rising in all industries, but its effect is felt acutely among financial firms. The financial sector experienced a significant one-year spike, with 74% of institutions facing a significant rise in threats, while others worried about...
Is Hybrid Telehealth Care The Future of HealthTech?
COVID-19 has been one of the toughest challenges facing today’s healthcare professionals. When cases rose, many hospitals and clinics needed to adapt their practices quickly to keep patients and providers safe.
How Business Process Outsourcing Can Help During a Recession
Amid a tightening economy, businesses are bracing for a slowdown. As interest rates rise, companies will need to cut back on spending. As everybody starts looking for ways to increase efficiencies following decreased budgets, many will revisit the...
The Value of Outsourcing Order Processing
At first glance, order processing seems like a behind-the-scenes function, but it truly is critical to the overall customer experience. The reason: Shipping speed has become a key driver of customer experience for digital retail. However, shipping...
How BPO Can Transform Your Fintech Business
Increasing demand for fintech business services has left many organizations scrambling to attract the right talent. The shortage in tech talent negatively impacts hiring managers across organizations of varying sizes, too. Large and small companies...
How SaaS Companies can Reactivate and Retain Inactive Customers
It's a phrase that haunts any SaaS company leader: customer churn. Research shows that more than two-thirds of SaaS companies have 5% or more churn rates in a single year, while companies experiencing low growth have churn rates as high as almost...
6 Tips to Help You Create an Amazing Customer Experience
Whether you are conscious of it or not, every single interaction a potential shopper has with your brand contributes to their overall opinion of your company. Positively or negatively—every exchange with your support team, products, services, and...
Best Social Media Customer Service Tools on the Market
Can social media double as customer service tools? Most companies use social media to amplify their brand voice in hopes of connecting with customers. According to the 2022 Social Media Marketing Industry Report, 85% of all marketers agreed that...
Machine Learning in E-commerce - What E-commerce Companies Should Know About Microtasking
As an eCommerce company, you’re always looking for ways to grow your business and make your processes more efficient. One of the biggest challenges is finding qualified and flexible employees that will work together to help scale your business. This...
7 Ways to Maintain Strong Company Culture within a Remote Team
How important is company culture? Is it just a matter of boosting employee morale so they can perform their work better? Is it setting up the workplace in such a way as to make it conducive to productivity and ideas generation? Or, is it instilling...
Why the Patient Experience Matters in Healthcare
All over the world, there are different types of healthcare systems, ranging from basic to advanced. However, they all have one common factor: They aim to provide the best possible care to the patient. Thanks to the proliferation of internet...
The Importance of Customer Service with Improving Retention Rate
It’s a given that keeping your customers happy will ensure longevity and long-term success. Your customers are the lifeblood of your business, and customer satisfaction needs to be a top priority if you want your business to thrive and grow....
6 Tips to Help You Deliver the Best Customer Support Through Phone
If you've observed consumer-business interactions over the past few years, then you may have noticed that phone calls are still popular. As it turns out, many people still prefer to call customer support despite the popularity of modern...
Why Today's Best AI Solutions Have Humans in the Loop
One of the biggest misconceptions in the field of artificial intelligence (AI) is that machines can do all the work themselves. The exact opposite is true. Yes, AI and machine learning have advanced capabilities to automate processes and tasks that...
Why Gaming Companies Need Top-Notch Customer Support
Did you know there were nearly three billion gaming players estimated around the globe in 2021? That figure represents a 5.3% increase over 2020, which saw a hike in gamers due to the COVID-19 pandemic, according to NewZoo's 2021 Global Games Market...
Different Types of BPO for Maximizing Business Growth
Business process outsourcing (BPO) has taken the world by storm. Valued at over $232 billion in 2020, the BPO market is expected to further rise at an eye-popping 8.5% compound annual growth rate (CAGR) between 2021 and 2028!
The Efficiency of Working from Home - Statistics Prove It
Working from home (WFH) used to be a luxury that few companies offered, especially full-time. However, the COVID-19 pandemic forced many businesses to find remote solutions for employees.
6 Tips to Help Improve Your Team's Customer Service Skills
When strategizing to retain and acquire new customers, you may not consider upgrading your team's customer service skills. Not prioritizing this improvement can be a major mistake. Regardless of the quality of your product, customers are more likely...
How Outsourcing Your Back-Office Tasks Can Earn You a Vacation
The back office is often considered the backbone of the company. It’s where all the essential administrative and customer support functions take place, and when back-office processes run smoothly, it sets your business up for financial and...
What's the Future of the On-Demand Economy?
A lot has changed since the 1990s dot com boom. Technology has improved dramatically (think: internet of things, cloud technologies, and artificial intelligence), offering convenience and efficiency to consumers. At the same time, consumer...
How to Achieve an Effective Customer Care Plan
The benefits of a well-structured customer care plan are essential as they assist in retaining customers and creating loyal brand ambassadors, both of which are essential to the long-term success of your business. The survival rate of small...
5 Types of Human Data Labeling for Effective AI
AI is increasingly becoming an essential aspect of doing business. Already, over 77% of all devices we use feature AI in one form or another. By 2025 the global AI market is expected to reach $60 billion. And one of the most-used personal assistants...
The Roles and Responsibilities of a Customer Service Specialist
A customer service specialist serves as an integral link between a company and its customer base. The service specialist plays an important role in creating and maintaining a good brand reputation. The role is largely responsible for customer...
Are the High Rates of Online Shopping Here to Stay?
When the COVID-19 pandemic took the world by surprise, many locales implemented stay-at-home recommendations that kept people from visiting brick-and-mortar stores. As a result, people turned to the internet to order everything from toilet paper to...
BPO: The Key to Your Future Success in eCommerce
How do you define eCommerce success? Is it merely getting the most customers, the most orders, or having the best online feedback? In today's competitive marketplace where up to 90% of all startups fail within the first four months, it‘s essential...
How Artificial Intelligence Can Transform Healthcare
Technology, specifically artificial intelligence (AI), provides a promise for a better future in healthcare. By using advanced algorithms, machine learning (ML), and more, AI can help improve both the patient experience and care. As the world turns...
Getting Ahead in Manufacturing with Business Process Outsourcing
Business process outsourcing (BPO) enables companies of all sizes to outsource their back-office functions, such as customer service and accounting. The benefits are numerous: lower costs increased productivity, and the ability to focus on core...
6 Crucial Change Management Strategies for Implementing BPO: Are You Future-Ready?
Here is a full-proof mantra for success – change!
The Basics of Support: Customer Service vs Customer Experience
“I won’t complain. I just won’t come back.” – Brown & Williamson Tobacco Ad Customer support is (or should be) an integral feature of the modern business landscape. Customer service (CS) and customer experience (CX)—the two functions that comprise...
Improving Aftersales Services Through Email Support
Aftersales services are the various processes that ensure customer satisfaction after you deliver goods or services. These services are provided in a follow-up communication, such as email support in most cases.
Key Social Media Trends to Be Aware of When Outsourcing
Social media trends and popular engagements are increasingly impacting how companies market their products and services. Consequently, outsourcing companies are tapping into this new marketing force to drive sales for their clients.
What Is A Good Customer Satisfaction Score And How To Ensure It?
Great customer service is no longer just a nice-to-have ideal for companies. Instead, exceptional service is a must for every and can be the differentiating factor that determines success or failure. Just consider these statistics:
Top Tasks Preventing You From Massive Business Growth
How do you measure business success? Many people will argue for profitability. It is, after all, the main reason for going into business. However, using that definition automatically excludes it as a metric. Why? Simple. Profitability is not a...
How Government Agencies Can Elevate Citizen Service
In business, customers simply vote with their feet and head off to the competition if a company doesn't meet their expectations. Government agencies have no such competition, yet it's even more crucial for them to provide top-notch service. When...
Why Live Service is an Integral Part of Customer Support
It's a well-known fact that customer service is the foundation of any successful business. As evidence, consumer research from PricewaterhouseCoopers (PwC) revealed that 86% of people are willing to spend more money on brands that provide...
Can Outsourcing Companies Help With Manufacturing Demands?
No matter the sector, outsourcing has the power to help businesses through some of the most difficult industry demands. Indeed, statistics reveal that outsourcing as a solution is being prioritized on a global scale.
5 Reasons Why You Should Switch to Live Chat
The online world is big, global, and 24/7 – this makes communicating with your customers critical to running a successful business. From developing a strong brand image to managing customer relationships, there’s no getting away from the importance...
What the Internet of Medical Things Means for HealthTech Companies
First came the Internet of Things. Then came the Internet of Medical Things. Just as our understanding of biology and medicine has rapidly transformed over the past 100 years, so has our approach to healthcare. It is changing from a...
Omnichannel Customer Service: Definition and Best Practices
There is no doubt that customer support is integral to business success. However, providing quality customer support can be expensive and time-consuming especially when it needs to be performed across numerous channels. This is where outsourcing...
10 Best Practices of Outsourcing for Your eCommerce Business
Do you have an eCommerce business? Do you want to get started outsourcing but don't know where to begin? Are you curious about the best practices for outsourcing? In today's competitive eCommerce environment, companies need to focus on their core...
Front- and Back-Office Process Outsourcing for The Small Business
Small business leaders looking to scale ought to look at business process outsourcing (BPO). As a growth strategy, BPO allows enterprises to quickly scale without having to take large risks or lose productivity. In fact, BPO is so effective that its...
The Best Customer Service Experience Stories to Cheer You Up
When you have received excellent customer service, you know it. You leave the interaction or phone conversation with a glow, tears in the eyes, and you can’t help but say great things about the company after the interaction. Here are some lovely...
How to Arrange An Effective Customer Support Outsourcing?
Why outsource customer services and support to Support Centers? Find out why the best solution for small companies is to have access to required experience and technology within the budget - Outsourcing Customer Service Centers. Don't hesitate......
Business Process Outsourcing for Fintech - Why Do You Need It?
Fintech, or financial technology, is the development of new technology that helps financial services achieve their objectives. Companies use these tools and services to improve, automate finances and streamline processes related to finances.
Customer Support in Fintech: Meeting Customer Expectations
Today's financial industry is in the midst of a massive shift as consumers turn to the fintech sector for personalized finances without traditional fees. In fact, fintech is one of the world's fastest-growing markets, with an annual growth rate of...
The Nexus of Employee Satisfaction and Productivity
A happy worker is a productive worker. This should seem like common sense! Employee satisfaction and productivity go hand-in-hand, which is why employers should always keep an eye on their workers’ satisfaction.
Difference Between A Call Center And Help Desk BPO Service
Customer service is perhaps one of the most crucial aspects of any business. But with already stretched employees dividing time between handling core business processes and managing administrative tasks, it can be difficult for them to actively...
Working Remotely: Improved Employees’ Productivity and Health
Let’s consider the modern worker. They expect a lot more from their workplace: more choice, more control, and more flexibility about how, where, and when they work. In fact, as business operations slowly return to normal, remote workers are now...
How to Choose a BPO Partner - A Guide for 2024
In a world where cost, speed, quality, and flexibility, are more important than geography, the trend to outsource business processes is gaining traction. The fallout from COVID-19 has signaled a sharp pivot to the basics: bolstering value and...
What Ecommerce Companies Should Know About Microtasking
As an ecommerce company, you’re always looking for ways to grow your business and make your processes more efficient. One of the biggest challenges is finding qualified and flexible employees that will work together to help scale your business. This...
Debunking the Myths about Business Process Outsourcing
Change is inherently unsettling, and in a world where work is no longer bound or defined by proximity or time zone, many myths circling the business process outsourcing industry stubbornly persist.
10 Advantages of Business Process Outsourcing (BPO)
Business Process Outsourcing (BPO) has taken the business world by storm. Organizations across the globe are increasingly looking to leverage the benefits of outsourcing. Understanding the advantages that Business Process Outsourcing can have on...
What Is the 13th Month Pay, and Can You Count on It?
Tapping the international talent marketplace offers businesses a slew of advantages such as better diversity, improved productivity, and increased profitability. However, before you reap these benefits, you must first comply with the host country’s...
The Benefits of Cross-Channel Customer Support
There has been a seismic shift in the way customers reach out and interact with brands. Gone are the days of simply connecting with customer support via phone, stating your case, being put on hold, and finally being connected with a support agent....
Effective Communication in Customer Success
Effective communication skills are essential in any customer success team. Your customer success team must be able to communicate effectively with customers, colleagues, and other stakeholders. Clear (or poor communication) between team members as...
ABCs Of Microtasking, Its Benefits And Future Trends
The only constant in business is change. What works one quarter may be obsolete by the next quarter, and the company that maintains flexibility in the face of shifting markets is the one that will thrive. Microtasking -- the process of breaking a...
How to Effectively Manage Remote Customer Success Teams
The surge in shifting to remote jobs arrangements driven largely by COVID-19, but already evident before the pandemic, has caught many companies napping. The challenges that accompanied this sudden rise have forced them out of their slumber,...
Reconsidering Call Center Team Structure: What's the Best Solution?
Globalization, advancements in tech, and now Covid-19, have forced organizations to rethink their strategies and change the way they operate. When strategy changes, organizational structures, employee roles, and job functions should be realigned...
The Advantages of Building a Distributed Team
The 2020 coronavirus pandemic has challenged and transformed our way of working. With quarantine and lockdown protocols restricting our movements, companies have had to find ways to continue operating without risking their employees' health while...
The Main Criteria Of Choosing an Answering Service Provider
A capable answering service provider makes customers feel like they’ve called your office directly. Do you feel that you lose business by not being able to take calls outside office hours? Does the thought of expanding your staff to include customer...
The Keys to Successful Business Process Outsourcing
Small businesses and large corporations alike could use a little help from time to time. This is why business process outsourcing (BPO) has grown to become a multi-billion dollar industry. Even amid the pandemic in 2020, the global BPO market was...
How to Boost Business Growth with Customer Support
Customer support does more than just solve problems - it can generate business. For an exceptional customer service experience to happen, many elements need to come together and the contact center serves as an important platform for engagement and...
What Is BPO? Key Features of Business Process Outsourcing
Contracting commercial activity to a third-party company that has relevant expertise is termed business process outsourcing. The most common functions for outsourcing are customer service, accounting, payroll, human resources management. As a rule,...
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