Work at home agents V/S Call centre agents at premises
The unprecedented pandemic amassed chaos, upheaval, and disruption at numerous industrial sectors. From industries like hospitality, aviation, entertainment, BFSI, medical care, and so on. Though it is a never-expected situation, the BPO industry has proved how resilient it is by coming up with remote work, so that the call centre agents are able to seamlessly […]
What are the advantages of diversity in the Customer Experience Industry?
Gone are the days when focusing on customer experience was enough. In this cut-throat competitive scenario of the industry, curating a skilled workforce focusing on both customer experience and inclusion is the need of the hour.To clear your fog doubts, let’s classify ‘diversity into types. Roughly there are about three kinds of diversity namely experience, skills, and […]
How intelligent automation is changing the BPO industry
Lessening the manual labour and looking for reasonable outsourcing destination nations is not enough to go by. The average labour arbitrage, that too in a BPO industry, has curtailed over time.Then again too much cost-cutting might put a dent in the customer service altogether. The cumulative customer experience comprising process quality and operational efficiency may largely suffer […]
Future of Outsourcing by 2025
Today’s businesses around the globe are doing their best to cement a strong foot in the outsourcing landscape. Added to this, 2020 has certainly been a volatile year where we witnessed that things can change drastically at any given moment. Thankfully, the past year has also taught us to be prepared for the global pandemic, […]
iSON BPO Journey to International Certification: Where The World Agrees
We are living in a dynamic world where business strategies are planned around customer needs and expectations. Industry like ours, in customer experience management, deals with hyper- competitive experience economy backed by enormous customer data. Every other day new risks are identified and are required to be managed through risk based process approach coupled with […]
